I did a search but found nothing, however I may be using the wrong verbiage.  I am looking for an automatic reply email that would go off after say 72 hours.  A "Hey, haven't heard from you, still having this issue?  if not let us know, if so, please update."  Some caveats such as it should only fire if the last "anything" done to the ticket is a technician.

I am also looking for it to stop after say 3 attempts and then notify the technician to close the ticket due to lack of response.  Or something similar.

Suggestions would be appreciated.