Is it possible to automatically send a first reponse on a ticket after a certain period of time after creation?

Hi John,

We have managed to set this up by creating a webhook that would update tickets. Then you can notify this webhook through an automation using "hours since created" condition.

If you haven't been using webhooks already you may want to check the following:
Creating webhooks in Admin Center
API reference - batch updates

Hope this helps!

@john43

This tips and tricks article pretty much describes exactly what you want to do. You just need to modify the automation to suit your needs:

https://support.zendesk.com/hc/en-us/community/posts/4409515208346-Automated-follow-up-comments-for-Pending-tickets-public-or-internal-

Hi,

You can automatically add comments to specific tickets with the Proactive Campaigns app. It has a new automation feature, so you can use it to send emails and add internal notes in bulk. The app adds internal notes when tickets enter the list filtered by specific criteria. It's extremely simple to use!