I see in the settings that only agents and department managers get an over due ticket but I was wondering if there was a way of notifying the client their ticket is over due or they have not responded to it in a few days? It would save alot of time having to chase up tickets and remind clients "you haven't responded to this, what are your thoughts / how do you want go go ahead" etc. Maybe it's there but I'm just missing where it is, if so could someone point me in the right direction?
This is currently not a feature of osTicket to send overdue alerts to end users.Only thing you could do is to create a canned response, so the agents do not need to re-type the message all the time.
That's..quite a shame I'm surprised the feature isn't there I would've thought it was standard to at least have the option to enable it. When you have so many open tickets it's hard to try and just go through them all on a regular basis and send a canned response to someone. Thanks for the reply chef I'll request this as a feature on the forum.
