Our support team employs the use of "Task" type of tickets in order to set up an email calendar reminder for when an On-Hold ticket needs to be addressed. There is always a need to automate automated actions based on the Due Date field. This way, when tickets are past their Due Date, a reminder will run on them and they will automatically reopen the ticket by themselves and they do not have the need to go into Outlook and manually reopen them.
An automated process can be used to reopen tickets on a specific date
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Thanks for posting your question to the Community! If I understood correctly, you're looking to have On-Hold tickets reopen once they exceed their Due Date. Have you tried using an Automation? You could actually target these tickets and set an exact time when to not only reopen the ticket but also send an email notification to the assignee. You'll actually see that one of the options for conditions includes hours leading up to or past the Due Date. I'll drop this article [link](https://support.zendesk.com/hc/en-us/articles/4408832701850-About-automations-and-how-they-work) in case you're interested. It goes into more detail about using Automations and you can see if it best fits your use case. Automations are able to be created and managed via API as well. Here is the link to that [doc](https://developer.zendesk.com/api-reference/ticketing/business-rules/automations/).
Hope this helps!
Best,
Erica - Dev Support