Hey Maria, I recommend trying the ‘Teammate has been unresponsive’ trigger in workflows. It offers setting an unresponsive time in hours. See this article for more details. Let me know if it helps.  

Unfortunately we do not have that functionality in the paid version and we do not have the budget to pay, is there another option?

Hi @MariaC ,

Unfortunately it is the only way to achieve this.

You can use workflows to check if a teammate hasn’t replied within a set time and then auto-assign it to another team. Try setting up a time-based rule in automation. If "last reply" isn’t available in hours, a workaround is using SLAs.