Hello,
This is done probably really easy but I am having troubles finding a right way to do it.
I would like to create an automated email that Freshdesk would send to our clients after 3 days of no (their) respond if the ticket is still open.
Any suggestions ?
+8Hey Ziga & Philippe,
Thank you for talking about this on our Forums.
I am sure that a lot of our customers and businesses would like to have an automatic follow-up in place.
Like Philippe pointed out, you can setup a Supervisor rule to trigger this.
Before we can go ahead and configure the rule, there is a little something that you need to setup. Go to Admin>>Ticket Fields and create a new drop-down field (Give it a name, I am going to call it "Follow Up Email Has Been Sent") and have the options as "Yes" and "No".
Now, go to Admin>>Supervisor and create a rule like below:
Conditions:
Hours Since Agent Responded Greater than 72
Status Is Waiting on Customer
Follow Up Email Has Been Sent Is No
Actions:
Send Email to Customer <content>
Set Follow Up Email Has Been Sent to Yes
This would ensure that a follow up email is sent to the customer after 3 days of no response from their end. If you're wondering why we have created another flag field here, it is to ensure that the customer doesn't get multiple follow ups since the Supervisor is going to run every one hour.
Let us know your feedback, guys or if you would like to talk about more use cases. We're all ears!
Cheers,
Anna
Anna,
This article says the "Send Email to Requester" would not be honored from the Supervisor. Is this still true? https://support.freshdesk.com/support/solutions/articles/214327-how-can-you-manage-ticket-properties-and-automations
Also, if the same ticket hasn't been responded to by the Requester after three days, I'd like to be able to create a rule to CC somebody in it. Is that possible?
To be honest Anna, in supervisor there is no possibility to make the rule Follow Up Email Has Been Sent Is No nor Set Follow Up Email Has Been Sent to Yes
Can somebody tell why this has changed and when?
Hello Tlovins,
The article link you have put in is only applicable to EBay tickets created in Freshdesk, not all Freshdesk tickets.
Firespace Music - I think Anna's instructions mention creating a Ticket field as listed here. Go to Admin>>Ticket Fields and create a new drop-down field (Give it a name, I am going to call it "Follow Up Email Has Been Sent") and have the options as "Yes" and "No".
Once you create that field, then you can see the option in Supervisor rules to set the field.
Hope that helps.
Thanks,
Sudha
Yes that is correct, you do have to create a ticket field. That just seems like a wonky work around way of doing it. Now I have 2 extra drop downs in my already long ticket field properties (one for a 3 day email and one for a 6 day email). And they are two field that agents are not supposed to touch.
A bit late, but still.. we do the same using
"Hours Since Agent Responded equal 72"
This way the mail is sent only once without adding a new flag.
+12Cheers!
@aravind
Thanks! That seems like it would be a good idea. Can you just create a ticket and add me to it. Im not sure exactly what details you want.
+12Cheers!
Have you guys made any progress with this?
It would be great if there was a Freshdesk app for "Chasing Replies from Customers". We work in a business where we are constantly chasing a section of our customers to send us documents that they need to provide to us (mostly time sensitive) so we would love a simple way to chase the client every 12 hours (if they haven't replied in the last 12 hours) until the matter is resolved.
Please let me know how to set this up if there isn't already a workaround in place?
Thanks
+12You can setup a Supervisor rule to trigger this. Also, you need to ensure that the ticket is set to a status "Waiting on Customer" as soon as the agent sends a response ( You can create a custom status under the Admin -> Ticket Fields section )
Now,Please navigate to Admin>>Supervisor and create a rule like below:
Conditions:
Hours Since Agent Responded Greater than 12
Status is Waiting on customer
Hours Since Agent Responded less than 14
Actions:
Send Email to Customer <content>
This would ensure that a follow up email is sent to the customer after 12 hours of no response from their end. Similar way you can setup multiple rules ( one for 24 hours and so on ) to send the chaser emails every 12 hours since the agent's last response.
Hope this helps!
Cheers!
+12@Anh: You might have to setup a custom dropdown field with options 'Yes' and 'No' to see this in the automation conditions. You can create a custom field under Admin -> Ticket fields section.
Cheers!
+12@Anh: The automations in Freshdesk help you to trigger certain events based on specific conditions. The supervisor rule has been designed to perform some time related activities in the helpdesk.
Cheers!
Hi there,
Sorry if I missed it, but how about such a reminder being automatically sent to a third-party? I cannot fing a way to do it via supervisor, as there's no option of sending a mail to the third party's email address.
Thanks!
Don't forget instead of doing this with complicated new fields, you can just add TAG "Sent"
If tag is not "SENT" send email and set tag = "SENT"
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