Today a Zendesk Administrator asked how to support a business need to automatically change the status of a ticket.
"When we "SUBMIT as pending", we need an answer, in some tickets, of 24h. Some other tickets on 3days, and others can be pending longer.
Can ZENDESK change automatically the status of these tickets from "pending" to "open" when the time has expired? This would allow the agent to be more efficient following up those tickets that need attention first.
The agent should be able to schedule that "timer" individually (per ticket) right from the ticket form.
If not possible, are there any workarounds?"