I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”
On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.
This is the perfect use case for “Stale” ticket rules.
Along with the stale rule/notification, you may want to create a ticket status similar to “Resolved - No Response from Requestor”, and have the rule set the ticket with that status.
Then, if the requestor or another staff member follows up later, you’ll have that visual cue to see why the ticket was “ignored”, etc.
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