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.

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

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

Hours since pending: Is 24

Send Email to Requester

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


We would like to remind you that case #{{}} is still pending and awaiting your feedback.
Requester: {{}} / {{ticket.from_email}}
Subject: {{ticket.subject}}
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