Trigger Support Notification after a certain amount of time has elapsed
I would like to trigger a Support Notification (using the new Notifications system) after a ticket has been in a certain status (e.g. Open) for a certain amount of time.
This would work similar to the Support Ticket Escalations system, or indeed we could have the option to trigger a Notification based on an escalation there.
I could work around this by creating an escalation which changes the status/department/priority, then a Notification rule which sends a notification based on this change, but I don't want the client to see the status/department/priority has changed - it's more of a reminder about the ticket being missed and still requiring a response.