I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").
Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.
Also, any tips on avoiding duplicate follow-ups would be great!
Thanks in advance
Depending on you want to achieve you would need a custom field that is updated along with sending the mail to the requester. It could be a checkbox, a dropdown field or a number field.
The automation could look something like in the image below. But if you need a counter that is updated multiple times, if you would like to send multiple emails to the requester for a specific ticket (each time status is updated) and update a counter field you would need to trigger a webhook in the automation.
I use hourly triggers that checks when the last time the agent responded and if the status is currently marked as pending, then send the customer a reminder. I set different rules for different ticket priority. 24 hours for critical and high severity 72 hours for medium and low.
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