Trigger notification/update request based on time elapsed since last comment or action on a row

edited 12/09/19 in Smartsheet Basics

We're using a ticketing system and trying to find a way to trigger automatic update requests when a ticket/row has been unacknowledged for more than 12 hours. Currently we're using the comments feature to post updates to the ticket across shift changes. 

How can I set an alert to go out if there has been no comment on a row for a certain period of time?  

I used the ticket template found here:

Or is there a better way to do this?