Hi Everyone, here my scenario.If a ticket has been in the 'waiting on client' status for 24 business hours, then mark the ticket as 'closed' & send the client an automated message stating that we are closing the ticket See attached for the automated message If a ticket has been in the 'closed' status for less than 10 business days and the client responds to the ticket, then mark the ticket as 'open' in the rep's queue If a ticket has been in the 'closed' status for more than 10 business days and the client responds to the ticket, then create a new ticket
