Automate sending emails to remind an end user you're waiting for them to answer, and if they never answer, close the ticket. Less manual updating for agents!
Here are the three automations:
And the configuration of each:
1. Pending for 2 weeks
2. Pending for additional week
3. Pending 18 (business days) and reminder 2 email sent
If they do reply, remove the tag(s) added from automations with a trigger so the process can be repeated if you set it to pending again.
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