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.

Step 1: Understand Automation schedules

Automations run once per hour, not in real-time as triggers do.

What this means:

  • The time conditions check every hour, such as 9:00, 10:00, and 11:00
  • A ticket that meets conditions at 2:15 PM doesn't process until the 3:00 PM run
  • Factor in up to a 1-hour delay for time-based conditions
  • For immediate alerts, use a trigger instead

When to use automations and triggers:

  • Alert if there is no reply in 24 hours: Use an automation because it's time-based and an hourly check is sufficient
  • Alert immediately when the ticket is created: Use a trigger because the rule needs instant execution
  • Reminder 2 hours after the ticket status changes to pending: Use an automation because it's time-based and an hourly check is acceptable
  • Notify the agent when the ticket is assigned: Use a trigger because the rule needs instant execution

Example schedule:

  • An automation has the condition "Ticket updated less than 24 hours ago"
  • The automation runs at 10:00 AM
  • The automation checks all tickets updated between 10:00 AM yesterday and 10:00 AM today
  • A ticket updated at 9:45 AM yesterday qualifies
  • A ticket updated at 10:15 AM yesterday doesn't qualify until the automation runs again at 11:00 AM

Use a one-to-two-hour buffer as a best practice. If you want an alert after a ticket has been in a pending status for at least 24 hours, use a condition such as: Ticket: Hours since status category pending | Greater than | 25

This ensures that tickets aren't skipped due to the hourly schedule.

Step 2: Create the 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, and Ticket: Hours since created | Greater than | 24

  5. Under Perform these actions, add these 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}}

    Additionally, add the action: Ticket: Status category | Open.

    Ticket needs a reply automation.png

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 inform them that a response is on the way.

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

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