Does anyone have any clean ways to get the below functionaility working?
I want tickets who have not had an updated in 2 days to get a reminder that the ticket is pending a response and then 2 days after that if it still has not had a response close the ticket.
What I have done so far is have a supervisor rule to send the reminder and then add a tag to the ticket.
Then have a scheduled event workflow to check for the tag and if the tag exists on a ticket then close it. I cannot figure out how to have this second part check if its been 2 days since the tag was added.
I also have created a 3rd automation that if a requester responds to a ticket and it has the tag I added on ti then it removes the tag so it doesn’t get caught in the 2nd workflow I mentioned.
This feels messy and like it might backfire. Any ideas to do this better?
Thanks,
Windows13
