Reminding requester to reply

Here’s the config that we have setup.

This sends an email to the requester that more or less says “we haven’t heard from you since the previous business day, please reply”.

A second supervisor rule is setup as well, but with 19-20 hours as the hours since agent responded.

When both of these are on, at 9 hours past the agents reply and pending status being selected, the requester will get an email every hour, on the hour until 19 hours has elapsed. Then the other one will start sending emails.  I have a strong belief here that the Supervisor rule, for some reason, isnt accepting two conditions for the same criteria but I’m nowhere near perfect so hoping someone else has something that works.

Here is our automation, I have others that extend the time that are basically the same with just different “hours since” and they do not seem to send tickets every hour. I do know with Time Triggers it can be a little tricky because if information on the ticket changes it starts the clock over again, or you might have competing time triggers.  I have several and you have to be careful to include some is not’s or maybe a tag that gets put on the first time it is sent, then add “In tickets Tag is not XYZ” that may help. 

Good luck,

S

Sorry about that, I thought it was attached and did not notice it was not there when I posted. 

Sara

I am so sorry this is from Desk not Service I must have not read the tag correctly.  

S

For us we also use it the way described by you @Medic1334.

this setup only fires one email each time it gets triggered (we have setup multiple after more time)

I don’t seem to understand the necessity to have the Mail send in Business hours apart from weekends.

i also do not have a solution for this. For us it is just sending it out after 2 days (our SLAs are currently very lenient) and the requester will get the information latest the next day or later after the weekend. 
 

on top of that we use tags to determine how often this happens and provide guidance for the requesters. 
 

I later can check our setup in detail again if you want. Please let me know 😄
 

Hey,

we are using Calendar Hours as it doesnt matter to us, but I don’t see where this should be an issue as the calculation itself changes and the rest should work.

We had it set like that before but there was an issue, when the Business Hour was set at exactly the time in between the condition after the business hours ended, especially during the weekend our requesters got emails hourly.

That is why we then changed it to calendar hours.

Below I put our Setup

We are mainly using the tags for analysis and getting an overview about requesters not responding.