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

[Richard Morgan]

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?

[Jack Brickey · Accepted solution]

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]

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]

Perfect! Thanks :)

[Mark Ellis]

Looks like your suggestion, @Jack Brickey , would also address my needs.
Does this SLA config look correct to achieve

breach IF status is in Waiting for Customer longer than 16 business hours


I intend to also apply @Dave Liao description of how to automate closing if no response.

[Jack Brickey]

Yes that is what you are looking for I think.