We have a number of tickets that are still open (on-hold) awaiting a customer response. We are looking at the possibility of using automation to send an email from tickets that have been in the “Awaiting Customer” sub-status for x number of days (e.g. 30 days) and then set the status to resolved at that point, so that the ticket is then automatically closed after 7 days.
The email could state something like "this ticket will now be resolved due to inactivity. However, you may re-open it at any time within the next 7 days if this issue is not yet resolved. Please respond to this email to re-activate this ticket.
We have a third-party provider that uses this functionality with their Zendesk system and so wondered if there is an alternative within Hornbill Service Manager.