Hi folks,
is it possible to base the ticket-aging on the time since the last response on the ticket rather than on the overall-age?
Most of the problems we deal with take a lot of questions and answers so the overdue status based on the creation time of the ticket is pretty useless to us.
However if a client hasn't responded after say 48 hours or hasn't got an response in that time an overdue email would be VERY helpful.
Is such a setting possible with osTicket?
Thanks in advance,
DiePlage