Would be useful to set reminders in Freshservice like you can in Freshdesk.
I agree 1000% I am currently looking for this feature that we have had one all other previous helpdesk. Not sure what FreshService does not have this basic feature that all other helpdesk companies seem to have.
we build this with a custom field calles: "pending till" which contains a date+time-stamp.
a external script reopen the "pending"-tickets by http-api