Escalation trigger

Hello, 

What do you mean works with Freshworks only? 
The screenshot looks like it’s coming from Freshservice. 

You can use the Supervisor rules to create this this types of e-mail. 
With the new Time node you could do it with a workflow. 

The email is from Freshservice support, which is using Freshworks as their ticketing system. I got confimation that this feature (send escalation reminder email to user after x number of interactions) is only available in Freshworks at the moment. 

Ahh ok, I thought they used Freshdesk.  But they could have their own system ofc. 

I misunderstood, you meant after x number of interactions. I guess a custom app or WFA that uses a custom field or tags could maybe make it.

You have custom number field that you +1 ( using expression node) each time agent or customer replay/add public note and when it’s over X the WFA sends out a e-mail to the requester with a link or e-mail adress they can contact. 

But a built in function would be better. 

You’re right, I meant Freshdesk (I’m not too familiar with the non-Freshservice side of things in the company...)