Before you start configuring, we recommend checking out our article on the overall logic of automation rules in Deskie or watching the quick video guide on rules.
Task
If a case has not been closed by the customer or the agent, send the customer an email about the status of the issue and automatically close cases that have been in "pending" status for longer than a certain time.
What type of rules are needed
for existing cases, to send a notification after a specified time;
Example of the rule
