Using business rules to send automated reminders to customers Follow

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4 comments

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    Eric Embacher

    I was trying to implement this set of automations (why aren't they available by default!?), but the last one cannot be implemented, because the "Changed from" option isn't available. What gives?

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    Jessie Schutz

    Hey Eric! Welcome to the Community!

    Automations are time-based business rules that fire at intervals of time, rather than on a ticket update, so you wouldn't be able to use an action like "changed from" to make it fire. If you need a business rule to fire based on whether the status of a ticket has been changed at the time of update, you'd want to use a Trigger.

    Let us know if you have any other questions!

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    Eric Embacher

    Ahh...the final automation detailed above is not an automation--it's a trigger! That makes sense now, but was unclear above. Thanks!!

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    Jessie Schutz

    Glad I could help! Have a great weekend. :)

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