Has anyone discovered a way to set a ticket as pending and then auto-resolve if the requester doesn't respond within a certain time frame?
Ideally, we'd like to setup a Supervisor rule to auto-resolve tickets that have been marked as pending and have not been replied to within 3 days.
Supervisor rule is possible. Condition "Hours since pending" greater than 72h > Action "Set status as close".
I think this solve your situation.
If customer replies, status will be change back to open. And when agent replies and set status again to pending - it starts counting again from zero. No one response 72h? Supervisor sets status to close. Should not set to resolved, because basically it wasn't really resolved with solution/workaround.