I'm looking to implement the following scenario:
When a ticket is open, time tracker automatically starts.
If there's no public/internal comment made within X minutes, an alert is sent to the assigned agent.
We are using ZD's time tracking app https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/ , sadly, it doesn't have alerting capabilities. Could the data from the said app be used to build a custom integration? Or perhaps there's a ready solution that I can't seem to find on the marketplace.
Any help / direction will be greatly appreciated.