Hi all,
I created a helpdesk within D365 similarly to the one described here https://crmbook.powerobjects.com/basics/service-management-overview/cases/automatic-case-creation/ and I was wondering if it can be taken a step further. Specifically, if a case exists for x hours without any activity, send an email to the customer associated with it telling them the case will be closed if a reply is not sent within y hours.
All the best.