I am trying to create a Time Trigger event that will run on a Ticket every 7 days between communication:
- status is set on a status “Waiting on Customer”
- the customer has not written back during the 7 days
- every time a customer does write back the clock resets for 7 day trigger
- every time any agent writes back on the Ticket the clock resets for 7 day trigger
Example:
- Ticket is opened on Monday the 1st, customer does not respond by the 7th
- Time trigger emails a reminder
- Customer responds on the 9th so the Time Trigger clock resets (no longer based on the 1st)
- Agent responds back on the 11th (clock no longer based on the 9th), so the Trigger clock resets and now Time Trigger is 18th
- Customer does not respond and email reminder sent to the Customer on the 18th, etc until closed
This is for special cases with other Rules in the joined in. I was told this isn’t possible, but really love as a new feature. Thank you.
