This is not a feature in osTicket at this time.Can you do it? Yes there is a way to do it, but it requires PHP coding and mysql knowledge.You would need to either have the agents mark tickets as pending, or select all open tickets that haven't had a reply in x amount of time. Change the status to closed, update the closed date, and send an email to the opener. This is something that I thought about doing, or writing a plugin to do but have not have the chance to actually do so yet.