We have a status of "waiting on customer" if we ask the requestor a question that we need an answer to before proceeding. Customer will receive an initial notification of the new status along with the question we asked. If customer fails to respond, would it be possible to automate a reminder notification to customer asking them to update their ticket, such as for any tickets that are in waiting for customer status without any update for more than 7 days, send an email notification out to the requestor?
There are several ways to accomplish this and I can sum it up with the following:
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