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We had a situation where a customer replied to a ticket for a user that was on maternity leave.  Normally we set watchers but this was a very old ticket the customer replied to so we didn't realize the ticket had been updated.


Is there a way to send an email if a ticket has had a response from a customer but we haven't replied in a certain number of days?


We are looking for ways to avoid old tickets being reopened through a customer response and not being noticed if the user is away for a long period.


Thanks!



Hello Kris,



 



You could make use of a supervisor rule to automatically trigger emails ( either to the requester or to an agent ) based on the time since the last customer's response on the ticket.



 



Here's how you can set this up :



 



Conditions : Hours since requester responded - > greater than 24 hours , less than 26 hours ( in order to trigger only one notification for the ticket ) 






Status is Open






Actions : Send email to agent ( will trigger an alert email to the specified agent ) 






Cheers!








Just a question these hours counter is based on bussiness hours defined ?



Hi Eduardo,


The hours counter in supervisor rules are based on the calendar hours.


Cheers!

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