At times, the customer might want to do certain actions if the ticket is in a specified state for xx hours. In such cases, they can configure the Time trigger automation rule under Admin>Workflows>Automations>Time Triggers.
Here are some sample scenarios:
1. Customer wants to change the priority to Urgent and notify the assigned agent if they did not respond to the end-user for more than 2 days.
2. Customer wants to notify the manager when the first response was not sent in a new ticket created 5 hours ago.
3. The customer wants to auto-close the ticket if the end user did not respond for more than 3 days.
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