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.

Important: Automation schedule

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

What this means:

  • The time conditions check every hour (9:00, 10:00, 11:00, and so on)
  • 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:

Need Use Why
Alert if there is no reply in 24 hours Automation It is time-based and an hourly check is sufficient
Alert immediately when the ticket is created Trigger The rule needs instant execution
Reminder 2 hours after the ticket is pending Automation It is time-based and an hourly check is acceptable
Notify the agent when the ticket is assigned Trigger 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 11:00am

Use a 1-2 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.

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

      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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