In mint, is it possible to automatically add a canned response (public note) should a ticket have a specific status (e.g. 'Awaiting customer response') and the last update (day) be in excess of x5 business days as a prompt for the originator to provide the additional info needed to progress their enquiry?
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Automatically add a public note to a ticket if with specific business criteria
+7With a Supervisor rule you can do a number of these things.
- You can add a response, but it will be an email, not a public note.
- The email will not contain a standard "canned response", but content specifically written for this purpose and maintained in the Supervisor rule. It can include placeholders.
- I think you will have to replace x business days by a number of calendar hours, but that should not make any real difference.
- There is no trigger on "update" as that can be anything. You can trigger on hours since a specific action (e.g. agent responded).
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