I understand that at present if you set `Enable cron call on staff's activity` it will send mails when the staff member has not replied to a ticket within a given period of time.
I am in need of the following additional set of features
admin to set default grace period for customer replies
any staff member to be able to overide this default setting when replying to a ticket
notification to be sent to the assigned staff member when grace period has epalsed
Let say one of the clients said that they will reply back to the company in 1 weeks time regarding some clarifications. Then the staff member to whom the ticket is assigned, sets a reminder date 1 week from now. If the client did not reply after 1 weeks time, the system will automatically notify the staff member so he/she can send a mail to the client reminding them of this.
I would appreciate is someone would let me know what files need to be changed in order to make this mod work.
Thanks,
Shamly