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We have some tickets which are past the SLA due date and the requester has not interacted with the ticket for a while so we were thinking, is it possible for FreshService to do the following...

We wanting to set a ticket to PENDING once the following are true:

  • Ticket is past Due Date
  • Ticket is OPEN
  • Last activity was from agent

Then:

  • Set the ticket to PENDING
  • Email requester

I normally setup a 3rd strike solution with Supervisor Rules.
If the requester haven’t replied with in example 3 days we send a reminder and wait another 3 days
if no reply it sends a new reminder again and wait 3 days, still not reply  we resolve the ticket. 
 

But I guess you can do what you are looking for like this Supervisor Rules. I haven’t tested it. 

 

Thanks, will give it a go.

 

I thought the “Agent interactions” were for the entire ticket, instead i would like the condition to be set so that the last response was Agent no matter how many replies to the ticket either from the Agent or requestor.

I would like the condition to be set such that, regardless of how many replies to the ticket are made by the requestor or the agent, the last response is always the agent. I mistakenly believed that the "Agent interactions" applied to the entire ticket.

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