Hi,There is no such feature today no.I can think of 3 options to do thisCreate a custom API that is called upon by a task scheduler that will send the messages.+Least effect on the core code.+Full control of when triggered.-Not customizable in the interface.-Same settings for all departments unless specified.Utilize the existing SLA function and check if the ticket is answered and instead of sending the reminder to the agent, send it to the customer.+Times will be handled by osticket.-Modifies core code functionality.Extend the existing SLA functionality and make database modifications to allow for a fully customizable solution.+Customizable from interface.+Times will be handled by osticket.-Modifies core code functionality.