Would there be a way to incrementally update the ticket time on open issues?
There are cases that we are asking our customers to reply back in a few days, and it is on an open ticket. I am looking to have something like a "snooze button" on the ticket instead of it just accumulating time.
The issue will show up as being overdue for weeks, but there is a back and forth that requires time to elapse, the ticket is still fresh, but will not be revisited for 3-5 days for example. The same would be if we were having to ship replacement parts. The agent should not be penalized for transit time.
