The automation settings allows you to manage tickets by automatically changing their status based on time. However, such a sudden change in ticket status may come as a surprise to customers. To spare everyone the trouble, you can notify customers about what will happen to their tickets via a reminder.
A reminder can be sent for IDLE tickets to let your customers know that they have a response to their inquiry and tickets can close soon if they don’t respond back. As such, the reminder is subject to and affected by the automation settings for IDLE tickets, and the reminder time should fall within the time frame set for the automatic ticket closure.
To set up the reminder, go to Settings > Desk > Automation on the Sendbird Dashboard. A default message is available, but you can customize the content to your needs.