Automation - Customer Follow-up

[Emery Manayan]

Hello All,

I tried to make an automation doing follow-up with the customer.

Example, if the status changed to Waiting Customer and no update for 24 hours an email will be sent to her. It is working fine now, I created 3 strike-rule before closure.

However, I failed to consider that we are working based on business hours.

Monday to Friday 9am to 6pm HK time.

How can I incorporate this to automation? Basically tickets that's in Waiting Customer and no update for 24hr (within Monday to Friday9am to 6pm)

Thanks in advance

[Stevan Mandić · Accepted solution]

@Emery Manayan  you can add condition to check this smart value:

Date difference {{[date1].diff([date2]).[unit]}}

This Returns the amount of time between date1 and date2, in the unit specified. If date2 is earlier than date1, the value returned will be negative.

So you can check if:

{{issue.updated.diff(now).businessDays}} is greater or equal to 1