Before you go ahead with the settings, we recommend you familiarize yourself with the article on the general logic of automation rules in Deskie or watch a brief 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
