I need help on this...
- when Agent not available - customer update the comment in the ticket - no response long time - here i need to set rule - automation response stated "agent shift ends pls contact XXXX" - how to set up..pls any help on this rule share it
Hi @Lakshmi Narasimhan - Here's a rule that should do the trick:
The rule triggers when comment is added. From there, the current hour is captured in a variable (second screenshot). Then, an advanced condition verifies whether that hour is greater than 17 (5:00 PM) and adds a comment. You'll just need to adjust the time zone parameter in the variable and the desired end of day hour for your needs.
Here's the variable so you can copy/paste: