We have some long running tickets that have not had a response for 2 weeks or more and customers are waiting for us to send more info.

Team,

During a conversation with @cynthia we found some tickets which were open more than 2 weeks ago and are still open.

From those results some make sense but others seem to have been stayed behind.

This query shows tickets created more than 2 weeks ago and are not New or Solved, and from those, there might be some which are valid situations but for the rest, I wanted to propose the following and get your suggestions.

1. Find a way in Zendesk to filter the tickets with criteria such as: ( @jcolyer this is the reason for this thread )
   • The last response is from the requestor (or last public response) and is older than 2 weeks.
   • Status is (Open, On-Hold)
2. From Zendesk trigger a webhook daily (or weekly) for tickets which enter in that category and the webhook can start a slack workflow to notify the manager channel, similar to what we do for escalations but automatic.
3. The manager on-call can then follow up on those with the assignee.

Thoughts ?

/cc @gitlab-com/support/managers