How have you solved this case?
Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once.
I have set up an “Hourly Triggers” automation stating:
If hours since waiting_on_customer is 48
Actions: Send a reply via Email
It turns out that the backend job that performs this is run once every hour. It will check if the status of the ticket is EXACTLY 48 hours for this to be true. So if it is 48.2 hours, it will not trigger this atuomation.
Freshdesk support suggests a workaround, to add a greater than 48 hours and less than 50 hours condition, and in addition adding a custom ticket field to be tagged - so we dont risk mulitple emails going to the customer.
I find it interesting that what is to me a basic use case of a ticket platform requires this approach. Wanted to see if anyone else has smarter ideas?