There’s maybe a solution in Zammad, but I can’t find it easily.
I’d like to have this workflow:
- If we are waiting for a customer answer and we don’t have any news from him in 2 weeks (“Last Contact (agent)” I suppose), we’d like to remind him about this “hey it’s been 2 weeks, what’s up about this?”. Obviously, in an automated fashion
- After 2 weeks, if there’s still no answer, auto close the ticket with a “We are closing the ticket due to inactivity. Feel free to reopen if needed”.
Is there something similar I can achieve in Zammad?