Enable email notifications of overdue tickets
To receive email notifications of overdue tickets, you will have to enable a Cron job (scheduled job) on your server to execute the /cron/email_overdue_tickets.php script once or twice a day.
Are you a HESK Cloud user? Skip this guide and use the Escalate module in Admin panel > Modules > Escalate to customize your Hesk behavior for overdue tickets (remind, re-assign, change priority, etc.).
Important: please contact your hosting company or system administrator for help you set up cron jobs/scheduled tasks. The exact options and paths to use depend on your server setup.
Also, try searching your favorite search engine for help (i.e., "How to set up cron job on X server").
Example #1: execute the email_overdue_tickets.php in command-line interface:
0 0,12 * * * /usr/bin/php -q /example/hesk/cron/email_overdue_tickets.php
You will most likely need to CHMOD the email_overdue_tickets.php file to 0755 (rwxr-xr-x).
Example #2: open the email_overdue_tickets.php file as a web page:
0 0,12 * * * wget -O - https://example.com/hesk/cron/email_overdue_tickets.php
If you have URL Access Key set in Admin panel > Settings > Help desk > Security > URL Access Key (which you should), you will need to append ?key=XXXXXXXXX to email_overdue_tickets.php to access it via an URL address:
See this guide on how to set up scheduled tasks in Windows.
Other operating systems:
Please check with your hosting company or try searching your favorite search engine for help.