Scenario automation is already a powerful tool in Freshdesk. How about ability to schedule certain scenarios, for example we could set a ticket to Pending status for some amount of time (until a desired time passes) and then Freshdesk would automatically execute the selected scenario on the ticket - in our case, change the status of the ticket back to Open (or whatever is programmed to the scenario).
We may need to consider also the situation when the customer replies to the ticket or something else happens that should reset or cancel the schedule. In our case any activity on the ticket could cancel the schedule.
