one of my colleagues has been trying to integrate the 3-strike process with an automated response:
2 days after no response - 1st automated “No Response” message
2 further days - 2nd automated “No Response” message
1 further day - 3rd automated “No Response” message
next day with no response, ticket closed with confirmation of no response
however, when trialing, the automated messages work with hours apart, but not days apart
any idea what could be causing this issue?
Hi.
Would you mind elaborating a little bit more your issue?
What do you mean by Not working?
This can be done with Supervisor Rules, which I guess you are working with.
You can use intervals of 24 hours, 48 hours, 72 hours, etc.
Every ticket will have its own reply times, based on the time your agents replied.
If you are looking for a standard hour to send the reminders, it would require a little more work, but could be done too, with a few workflows: one standard (to set the dates, for instance with custom fields, which can be hidden with Business Rules) and 3 scheduled (for running at your desired time every day checking the custom fields with your dates). The latter is the approach we actually use.
Regards,
I believe
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