A new ticket will come in from a client and it will be set to Open.

If you call the client and they are unavailable add a reply to the ticket with the canned response for LMTCB and set the ticket to Pending.

If the client has not responded in 48 hours an automatic email will be sent by FreshDesk telling them we are awaiting their reply. If the reply to this email the ticket status will be automatically set back to Open.

If the client has not responded in 96 hours an automatic email will be sent by FreshDesk telling them we are awaiting their reply. If the reply to this email the ticket status will be automatically set back to Open.

If they do not respond another automatic ticket will be sent in 168 hours to say that we have had no response so the ticket will be automatically closed . FreshDesk will change the status to Closed. (They can reply and the email will be automatically reactivated and set to open)

This will only occur on tickets with a type = "Support Request"