Here the same: Persistent Reminders - Feature requests - Zammad - Community
The “Pending till” is not usable for us as a reminder, as the Customer always resets it by answering “thank you” or “ok” or questions, you would not want to answer before the pending reminder occurs.
The function maxxer wishes is a function we also would be lucky about. Then, we could use the pending reminder function and start using the Zammad Ical Calendars.
This was so great to us, that I even would change the zammad code for it if I knew where I had to look for it.
There could be:
“Pending reminder”: Remind me at the specified date, no matter what happens with the ticket, as long as it was not closed
“Pending close”: Should work as it works. If the Customer doesnt answer, the ticket is closed. Else, it gets open.
“Wait for answer”: Should be the actual pending reminder. Remind me at the specified date, if the customer didn’t answer or any user creates content.