Hey @Joslyn Bryan and welcome the communty!
If you like a bit more flexibility i'd suggest working with SLA's for that. Normally when you request feedback from a customer you'd put the ticket in a "Waiting for Customer" status.
Using that you can create 2 SLA's that start counting when it enters that status.
Then you can use an automation to send an email when that SLA is breached. (and breaching would be your 7 days or 10 day goal)
I suggest using an SLA for this cause that then means you can als use a calendar linked to it and you can actually see a countdown too.
for the mail automation you can take a look at this:
You could use the condition "sla breached" and then the action "send email"
Hi @Joslyn Bryan ,
You can set this up in under project automation settings by running a schedule daily to check for tickets that has no update to either comment or close. There is a rule in the library which you can use to modify to get the exact days and actions you need.
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