Ticket Status Reminders to Users
The system can send a user a reminder if a ticket status hasn’t been updated in a specified number of days. Update your statuses under Settings > Tickets > Status Definitions.
Find a status that you want to make sure isn't left untouched after a certain number of days.
Edit the status and set the number of days a status can go untouched before it alerts the assigned user.
The user assigned to the ticket will receive the reminder email. You can edit the email template sent to the user in Settings > Templates > System Emails.
The email will give the user the ticket ID and a link to the ticket, so they can go in and update with a new status or note.