Have you ever heard about automation?

Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and agents. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.

All automations run once every hour on all non-closed tickets. They execute, or fire, on all tickets where conditions are met.

https://support.zendesk.com/hc/en-us/articles/203662236-About-automations-and-how-they-workMore details can be found here: