Forum post #1:

Agree this would be nice. In addition, tickets in a given queue should automatically close after a set period of time. Even nicer would be to send the requester a notice after a predetermined period of time "We haven't heard from you in 24 hours. This ticket will automatically close in 1 day." .... or something like that.

Howdy,

I believe that if a ticket gets closed by the system as in this request, a message should be sent when the ticket gets closed. This message should also have some #mask# and #timestamp# options as well.

Thanks,
Adam

Update this thread when completed.
http://www.cerb4.com/forums/showpost.php?p=11151&postcount=1

^^^ Feedback from the above thread ^^^

Reporter would like the ability to send a follow-up reply after a set number of days for check-up. This would also close the ticket in the process expecting they won't respond. Of course if you got "lucky" and they do write back, the ticket will re-open as it always does.


(quote)
I'm using a lot of Kayako's "Followup" feature.

When you are on a ticket, you can close it, reply... like usual. But you can add an automatic workflow that will for instance reply back a message to the sender, let's say 10 days after, to ask if everything was OK. Or you could for instance automatically close the ticket 48 hours later if ther is no replies...
(end quote)

This idea could be done when / if http://www.wgmdev.com/jira/browse/CHD-1487 gets down. Adding a note to point the issue at the more flexible option.

Thanks
Robert

This can de done using scheduled VA's and a custom field or a plug-in to make the interface a little prettier. But the feature is now part of the system.

Thanks
Robert