Good Day,

If we are sending a message out of a ticket, we often put the status on Hold, which does also stop the SLA as long as the status stays like this. If the customer however does not reply to the message, the ticket stays like this and no one is looking after it anymore and there is no progress. It is kind of a dead end. Is there an option to prevent this from happening? For example, the status changes automatically to in Progress after 5 days or that the system sends a reminder to the customers after 5 days and after another 5 days the ticket will be automatically closed by the system. Or maybe there is a completely different solution to our problem. We just want to prevent tickets from staying in the status on Hold forever.

Thank you very much for the help!