OK, having a gray moment here - I've RTFM and done the searches but can not find the answer to this question:
I want to be able to alert or escalate a ticket if no one has responded to it after a certain time frame (say one hour or one week etc). Is this possible in osTicket or with an add-on? I need this work flow capability to make sure we don't let tickets fall through the cracks.
Any help is appreciated.
best,
--Jack