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Send email to customer after set period of time while ticket on hold

Richard Morgan_jbt2gf

We have two statuses - Waiting on customer and On hold - for which we would like to send a reminder email to the customer after 24 hours. Is there a way to do that?

Accepted answers

Jack Brickey

There are two ways to accomplish this.

set up automation to run daily and check for issues that are on hold for >24hr
set up an SLA that breaches after 24hr in On Hold then use automation to email customer when Breach occurs

I prefer the later option as it is cleaner and hit precisely on the desired timing.

All comments

Jack Brickey

There are two ways to accomplish this.

set up automation to run daily and check for issues that are on hold for >24hr
set up an SLA that breaches after 24hr in On Hold then use automation to email customer when Breach occurs

I prefer the later option as it is cleaner and hit precisely on the desired timing.

Richard Morgan_jbt2gf

Yep figured it out thanks! Is it possible to close a ticket automatically after sending an automated email to the customer and not getting a response in 24 hours? I didn't see the ability to change the status.

Dave LIAO

@Richard Morgan - when making an automation rule, under "Then do this...", click "+" then choose "Transition issue" to whatever your desired "closed" status is.

Richard Morgan_jbt2gf

Perfect! Thanks

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