we are evaluating the ServiceDesk solution for our company.

We already set-up SLA in order to avoid late reply to the customer.

We can't find a way to be notified if a request is inactive for too much long (like inactivity timeout). 

I mean, our need is to have notification if a requests has been taken in charge by a technician, the first reply has been done, but at one point the technician (or the customer) is not giving replies anymore. We need this in order to avoid to have requests that remain open forever even if is not necessary anymore.

There is a way to do this or i need to make a feature request?

Thanks

Cristiano