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

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?

1 answer

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Jack Brickey Community Leader Aug 07, 2020

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. 

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 Community Leader Aug 07, 2020

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

Like Jack Brickey likes this

Perfect! Thanks :)

Like Dave Liao likes this

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 Community Leader May 27, 2022

Yes that is what you are looking for I think.

Like Mark Ellis likes this

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