Escalating Older Tickets

[SRNKnowledge]

Is there a way to mark older tickets with a higher priority when they hit a certain time they are open? Or even set reminders to follow-up on them if we are waiting to hear back from someone regarding the ticket? We are finding older tickets being overlooked because of this waiting period, and want to ensure that they are brought to the front again after so many days for a follow-up with a client or vendor.

[Support Team]

Maybe you should be looking at using the Due date. With it once the ticket is due it becomes much more prominent in the list with a red due date. In addition, you can also use the SLA feature to have the Due Date set automatically for tickets based on a configurable criteria.

Hope this helps.