I have created a state called "waiting on customer", based on "pending auto-close +"; in which if the customer doens't answer in some time, the ticket is closed.
1) how can I change the time between the state "waiting..." and closing the ticket (for example, 5 days)
2) how can I send a email to the client, let's say, middle of the way, warning him that the ticket will be closed if he doens't answer.
Thank you for any help
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