Managing "Pending" Requests

Does anyone have an automated way of managing pending requests?  I would like to automate a reminder email to the requester and/or assigned agent when a pended ticket exceeds a certain number of days.

1 Comment

This should should work. Create an new Supervisor rule by navigating to Admin > Supervisor> [ New Rule ]

Rule Name: Remind requester - Pending case (1d)

Conditions:
Hours since pending: Is 24

Actions:
Send Email to Requester

Subject: [Pending case #{{ticket.id}}] {{ticket.subject}}

Body:

We would like to remind you that case #{{ticket.id}} is still pending and awaiting your feedback.
____________________________________________________________
Requester: {{ticket.requester.name}} / {{ticket.from_email}}
Subject: {{ticket.subject}}
Latest comment:
{{ticket.latest_public_comment}}

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