Workflow: Create an automation to send alerts when a ticket needs a reply

Use automations to send time-based reminder emails. An automation is a business rule that you set up in your account to perform actions when specific time intervals pass. In this example, an automation notifies you if a new ticket isn't assigned to an agent within 24 hours.

To create this automation

1. Go to Admin Center
2. Navigate to the Automations page
3. Select Add automation from the right-hand side
4. Under Meet all of the following conditions, add the conditions:
   • Ticket: Status category | Is | New
   • Ticket: Hours since created | Greater than | 24
     
5. Under Perform these actions, add the actions:
   • Notifications: Email user | and select your user profile
     Email subject:

     New request: {{ticket.title}}

     Email body:

     This is an email to remind you that the request (#{{ticket.id}}) is new and awaits a reply.
     
     {{ticket.comments_formatted}}

   • Ticket: Status category | Open
     
     

Note: In accounts with custom ticket statuses deactivated, use the condition Ticket: Ticket status instead of Ticket: Status category and Ticket: Hours since created instead of Ticket: Hours since status category created.

What's next

You can string multiple actions together with automations. For example, set the ticket priority to high, escalate the ticket to a different support group, or send a notification to the customer to let them know that a response is on the way.

For more information, see the article: About automations and how they work.