I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.
I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.
Am I doing this right or is there a better way of achieving this?
Sorry, but we’re new to Freshdesk and need a rule like that. How did you create the rule to send a reminder?
Hi @Woreill,
As far as I know, you would also be able to see the hours since <custom status> as below:
Could you share a screenshot if you are not able to find so that we can check this further? Alternatively, you can also include the details and drop a mail to support@freshdesk.com and our support buddies would be glad to assist you further.
Also, you can achieve the same scenario using another rule. I have just added it below and you can use it if it fits your usecase.
Since the number of hours would be 144 (72+72), you can set up a rule time trigger rule like:
In tickets, if hours since agent responded >144 and Hours since agent responded <146 and
Status is <include the custom status>, then Close the ticket.
You can also add a tag as an action, say close the ticket and add a tag ‘closedbyautomation’ so that it would be easier for you to filter such tickets.
I hope this would do the trick. Let me know if need help in setting this up.
Cheers,
Keer,
Freshworks Community Team.
You can set up a new time trigger rule by navigating to Admin → Automations → Time Triggers. You can also refer to the rule above.
I am adding a couple of links here that would be helpful for you to get a gist of how the feature works:
If you have a specific use case and if you need any help in setting it up, do write to support@freshdesk.com and we would be glad to help you set it up.
Cheers,
Keer,
Freshworks Community Team.
Thank you so much. I had not seen Time Triggers in the Automations.
Sure,
Hi Keer,
See below for options for “Hours since...”.
See below for the custom statuses I have made:
In your case, you would be able to see the Hours Since Awaiting Requester, Hours Since Awaiting 3rd party, Hours Since Awaiting Site Visit, and Hours Since Escalated options.
Feel free to add new custom status choices and hit ‘Save’ you will be able to notice the same as a ‘Hours Since…..’ condition at the Time Trigger automation.
Aldrin,
Freshdesk Community Team
Hi Aldrin,
I can’t see the custom statuses in the “Hours since...” list of options. I can only see the default Open, Pending, Resolved & Closed options.
Hi
If that’s not the case, let me raise a ticket on your behalf so that we can have this checked for you further.
Cheers,
Keer,
Freshdesk Community Team
Hello
The option to set Time trigger rules based on custom ticket statuses is available only from the Estate plan of Freshdesk.
Cheers!
Aarthy
Freshdesk Community Team
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