I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.
I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.
Am I doing this right or is there a better way of achieving this?
Best answer by KeerView original