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Time Triggers

Related products:Freshdesk
  • February 18, 2020
  • 1 reply
  • 20 views
F
Apprentice

Hi there,


image

Can I ask the question?


We have set the time triggers to these rules 


1. close ticket 3 days after ticket status is solved (we have solved the inquiry but customer still has 3 days to reply again)

2. solve ticket 17 days after ticket status is pending (our last message needs a reply from customer and they have 17 days to reply, after that ticket will be auto-solved then closed)


However there are still a pending tickets from 5 months ago and the status is still not closed.


Could you kindly assist me with this?


Thank you!



1 reply

V
Community Debut

Hello Fathara,


We'd recommend you to make use of Hours since pending greater than 408 and Hours since pending less than 409 instead of Hours since pending is 408 and check if these diminutive changes do the trick? Also, make sure to choose the option Match All of the below.


The time trigger/Supervisor rule runs every one hour and there might be a case where the ticket will miss the execution when making use of "is".


Drop us an email at support@freshdesk.com with screenshots of the rule as well as some sample tickets where the rule did not work if the aforementioned tweak doesn't work.


Cheers!

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