We were asked to send 2 notification to the requester if we don't receive answers when requesting details.

Is there any option to use a second timer for some statuses that already have the "stop timer" flagged?

for example:

      The user wants a new monitor, the support team asks him the size of the new monitor. If we don't receive any answer we need to send him a reminder after a few hours, a new reminder the next business day and close the ticket in the 3rd day.