Scheduled Follow-up on a ticket

Hi @foxcubmama 

If I understand what you are looking for - you should take a look at Supervisor Rules.

They run every 60 min and watch for changes you’ve specified in the condition field and then will take an action (or a bunch of actions) you set including sending emails or changing field values, add tags etc.

The wait conditions are like X hours after ticket status = WFI take action Y  (you can even choose [business hours] based on your own company’s definition or [calendar hours]

I use tags to control whether to allow the Supervisor rule to run again - if tag “rule 1 run” is present do not run again.

HTH!

Actually!! I see that you can schedule things with the ToDo function!

How did I not know this before??

https://support.freshdesk.com/support/solutions/articles/232272-add-reminders-in-freshdesk

I would like to expand this request. In our case, the to-do’s are not being used because they are hidden somewhere on a dashboard where nobody is looking (sorry!).

Use case

For example, when a complaint ticket is raised, but someone is on a holiday. Or, like foxcubmama mentioned, to follow up a complaint after a variable date. We would prefer to close the ticket or put it on a status 'on hold' and automatically open it after the date we set per specific ticket.

Proposed solution

Creating an automated rule for this, would open the ticket, either to late or to soon. I believe there are two routes to solve this:

1. Manually: Add a date field in the ticket properties. Create a rule that checks the date. Once the date has arrived, the ticket will be opened. In this case, this option should be made available within the automation options.
2. Automatically: Freshdesk should add a third date field ‘Remind me’ (similar like first response and resolution due). And via the rules one can set that once that date has arrived, the ticket should be opened. 

An alternative solution (which would only solve the problem partly) would be to make to To-do's available in the sidebar navigation. Though, this wouldn’t solve the problem that one has to check that list actively. A dispatch’r rule would be a lot more convenient.

Hope this will help to implement this much wished feature! If you need any other use case information, problem statement or information on what we are trying to achieve don’t hesitate to contact me.

A link to another active thread would be much appreciated too.