I do this using scheduler. Works great. I have it setup to remind the customer that if they have an update please provide it, then I set the ticket to go to pending close. For us we have it setup that if no activity on the ticket for two days, it will send a notice and set the ticket to pending close in set days. Adjust as you see fit.
This only applies to tickets that are set to ‘Pending Client’. In our situation, we set a ticket to pending client when we are awaiting a response from them. This schedule will look to see if the ticket has been pending client for 2 days, and the ticket has not been updated for 2+ days. Then it emails the customer and changes the status to pending close.
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