Notice of ticket-autoclosure using escalation rules... am I shooting myself in the foot?

[pKris]

I've just set up escalation notices so that 48 hours before a ticket auto-closes due to inactivity, it notifies the customer that if they don't reply within 48 hours it'll be closed.

My question is that does this reply from "System" via the escalation notice count as activity from a ticket standpoint, therefore, will the ticket never actually be closed?

[twhiting9275]

If you have the response added to the ticket, then I'd say yes. If you have the response directly mailed to the customer, then probably not.

 

Edited March 9, 2018 by twhiting9275

[pKris]

Thanks twhiting9275.

Is there a way to notify users of a pending ticket closure automatically without the use of escalation rules, then?

[twhiting9275]

Automatically? I'd say no.

You could use a hook to put something together, but then you'd run the risk of spamming that someone every few minutes, so that's not a good idea either.