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Automate tickets - close/pending

Related products:Freshdesk
  • March 20, 2012
  • 1 reply
  • 11 views
B
Apprentice
Maybe I am not understanding something but I am looking to set automation tasks.  Here is the scenario:

I want to take a ticket that has been set to pending and after 3 days send the user a message and set the ticket to closed.  This way we are not constantly watching the tickets.  It would also be nice if we could do other automation tasks such as if a ticket is overdue, send the user a message after 4 hours of being overdue and tell them we are busy and working hard to get to their ticket.

If anyone knows the solution please let me know.

Thanks

Ryan

1 reply

V
Contributor
Hi Ryan,

You can make use the Admin -->> Supervisor for such checks and workflows. This supervisor is executed on all the Tickets once every hour and whichever Tickets match the criteria, Actions (you configure) will be executed.. As you specified,e.g. Use the Match Any/All conditions; "Hours since Pending" - "is" - "72" - Execute Action "Send Email to Requester" - "Set Ticket to Closed"

Lot more automations can be done using this Supervisor feature. To know more, check this link here : https://support.freshdesk.com/solution/articles/2278-supervisor-

regards
Vijay
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