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Topics started by kgnall

2 Topics

K
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kgnallTop Contributor
asked in Automations and Workflows

Rule to send an email on a delay is not sending the email

I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution.Here is the rule (i can see # of tickets impacted by it):If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to RequesterPS I’m working in our sandbox at the moment.

2
K
Top Contributor
3 years ago
K
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kgnallTop Contributor
asked in Ticketing & Agent Productivity

Canned form link doesn't work for some customers

Has anyone experienced the issue where customers who are sent a link to open a canned form say it doesn’t work? It’s not all our customers who are sent a link, just some. We are asking for some information to troubleshoot. Meanwhile I wanted to see if anyone experienced it and have a solution.

0
K
Top Contributor
2 years ago

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