are there any plans to add this functionality to the system?
Our use case:
When contacting an external logistics partner through a side conversation and waiting for a reply from them, we set the ticket to 'on-hold'.
If they haven't replied after 24 hours, we want to send them an automated notification like "respond to us please".
This is similar to other automated notifications we send to the requester of a ticket after some time has passed like "we still haven't heard from you" or "we'll get back to you soon".
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