follow up with client tickets - notifications to the analyst or the customer

[Emmanuel F-D]

Hi,

2 ideas:

1. I would like to know the best way to notify an analyst to check his tickets every 3 days and 5 days after the creation of those tickets to make sure that the ticket was taking care.
   I want to achieve a way to automatically notify the analyst that he's due to follow up or close a ticket on all of his tickets after the third and fifth day day.is there a way to notify the analyst (by slack or by jira) that he need to make a follow up of those tickets..
   
   
2. maybe to do something automatic to the customer perhaps with an automation.for exemple, with an automation that would be, if the status is still "waiting for customer" after 3 days we could send a message to the customer saying that we are waiting for a reply to the last comment and after five days the ticket will be closed automatically.

what is the best way to achieve those kind of things?

Thanks,

[Mikael Sandberg]

You can use automation to do this, have a look at "When SLA threshold is about to breach → then add comment to notify assignee" in the library for inspiration. That one is based on the SLA, but you could also create one that runs on a schedule every day that checks when the request was last updated.

[Emmanuel F-D]

@Mikael Sandberg 

Thank you, I'll go look on the automation library.