[otrs] Pending on customer

[Nils Breunese (Lemonbit)]

Steven Carr wrote:

> That still kinda doesn't answer my question as the "Customer Pending"
> state doesn't exist, the "pending reminder" state is to remind the  
> agent
> to do something, not the customer.
>
> Anyone else got any ideas?

I believe OTRS currently doesn't have the feature you're looking for.  
We use the pending reminder state so our agents can follow-up on  
unanswered tickets. I believe this preferable over automatic customer  
nagging, but it does cost some extra time yes.

Nils Breunese.
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