Hi,

I want to setup in SDP a status called "waiting user" that will email the user asking if they still need assistance after the ticket has been open for 3 days with no activity and then again 3 days later and 3 days after that close the ticket with a response that the ticket has been closed due to non-activity.

And also setup a status called "user note added" if the ticket gets a response so the above wont close the ticket.

Any of this possible?