You can make use of the Supervisor rule to send out an email to the Agent after a few days (2 days as an example) so that he/she could follow up with the customer. In the same Supervisor you can also send out an email to the customer as a follow up email. This can be set based on your need. Please advice the Agents to set the status as the Custom status after replying to the customer.
Create a new status: Awaiting customer response
Conditions: (Match all of the below)
Status- Awaiting customer response
Hours since agent Responded- Greater than 48
Hours since agent Responded- Less than 48
Action:
Send Email to Agent
Send Email to requester
Status- Open
