Auto email for incidents in "On Hold - Waiting Caller

[ElavarasanB]

 

Our Service Desk Manager is asking if we can do this.   Below are his possible solutions but not sure if any can be done:Possible acceptable solutionsemail template to remind the customer to replysomehow script it to send the same email that was sent...

[Mark Manders]

Can you please put some format on your question, that makes it better readable. 

But you can just put a scheduled job or flow in place to check on the status and send a notification to the end user.