Answered

Resending emails after x hours without reply

Hello,

Here´s the scenario

Customer doenst reply the tkt that is "awaiting for..." after 48 hrs ( for example) so I send him a email asking for response, after 48 hrs I send him an email asking for info, if no response again after 48hrs  I send another email, if no response 48hrs after the 2nd email sent I send him a email telling the tkt is closed

Is this possible to automate ?

I know that I can do it with only one parameter, for example after 48hr with no response, send a email and close the tkt, but I whant to send more then one email before closing


Thanks


Best Answer

Eduardo,


Sorry for getting back to you on this thread after months :( We'll try to improve our participation on the community forums going forward.


To setup the scenario, you'd need to configure a combination of supervisor + observer rules. Here's how you can achieve it:


1. Create multiple checkbox fields ( for each remainder that you'd like to send ) 


2. Create a supervisor rule with the following conditions : a. Hours since customer responded > 48 hours and <50 hours , b. Checkbox1 is not checked 


The actions that need to be set on the rule are : a. Send email to requester b. Set checkbox1 as checked


3. Create multiple supervisor rules mimicking the previous rule( second rule would have >96 and <98 hours )  to set a multiple level remainder setup


4. In the default observer rule ( Automatically re-open tickets when the customer responds ) , add the following actions to be performed by the rule : 


Set Checkbox1 as checked,Checkbox2 as checked and so on


Cheers!


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Answer

Eduardo,


Sorry for getting back to you on this thread after months :( We'll try to improve our participation on the community forums going forward.


To setup the scenario, you'd need to configure a combination of supervisor + observer rules. Here's how you can achieve it:


1. Create multiple checkbox fields ( for each remainder that you'd like to send ) 


2. Create a supervisor rule with the following conditions : a. Hours since customer responded > 48 hours and <50 hours , b. Checkbox1 is not checked 


The actions that need to be set on the rule are : a. Send email to requester b. Set checkbox1 as checked


3. Create multiple supervisor rules mimicking the previous rule( second rule would have >96 and <98 hours )  to set a multiple level remainder setup


4. In the default observer rule ( Automatically re-open tickets when the customer responds ) , add the following actions to be performed by the rule : 


Set Checkbox1 as checked,Checkbox2 as checked and so on


Cheers!

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