I am not sure if ITFlow currently does this, but is there a way to set a specific amount of time for the system to remind a client via email that they need to update their ticket? Like if a ticket is in the Open or In Progress status, and 72 hours has gone by, to have ITFlow send a notification to the client reminding them about the ticket? Maybe also add an auto-timer in there to change the status to On Hold or something else?