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Automation on ticket closure

Edited

I have an auto close rule that closes tickets after 5 days of waiting for the customer to reply,  however they seem to get grumpy with the auto close so I tried to add automation to warn them 24 hours before closure. 

My issue is that the rule to close is based on inactivity and the email saying it will close in 24 hours is activity so it goes around in a loop and never actually auto closes. 

Anyone got a different approach I can try?

1 answer

1 vote
Alexis Robert Community Leader Feb 12, 2021

Hi @Helen_Mahon , 

I've had the exact same issue, I've made 2 different rules and use the "Compare Value" function to check if I sent an email previously : 

First rule to warn the user

 

Screenshot 2021-02-12 at 15.02.52.png

 

Second rule to close the issue

 

Screenshot 2021-02-12 at 15.03.00.png

 

Let me know if this helps, 

 

--Alexis

That looks to be exactly what I need

Thank you very much 

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