Coming from Zendesk there was a notion of automations, which could be setup to create reoccurring ticket notifications to the customer depending on the status of the ticket. Example: Agent replies to ticket asking for more information. To drive closure an automation would run every 48 hours to notify the customer there was an update to their ticket. If a ticket went unanswered for 14 days while in waiting for customer update, an automation would run to close the ticket.
Does JSM have something similar?
