when a ticket has its status changed to awaiting user it would be useful to have some automated reminders sent to the requester (usualy once per day) until the ticket is responded to, then if no response is received within a specified time frame auto resolve the ticket
this is a feature I have ran across on other service desk portal (such as Zendesk and Spiceworks) and find it very useful as there is always the possibility that the user misses an comment or question an agent has sent as an update then the ticket sits awaiting user until they finally chase it for an update.
|What problem will this feature solve?:|
creates better visibility of updates to end user and prevents an agent wasting time by constantly chasing the requester.