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
- Go to Admin Center
- Navigate to the Automations page
- Select Add automation from the right-hand side
- Under Meet all of the following conditions, add the conditions:
- Ticket: Status category | Is | New
-
Ticket: Hours since created | Greater than | 24
- 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
-
Notifications: Email user | and select your user profile
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.
7 comments
Dan Rivero
I was trying to follow this but I do not have "Ticket: Hours since created" available as an option.![](/hc/user_images/ilLg9Ay-eUUUA1ArY3xAcQ.png)
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Cheeny Aban
I created a ticket for you so I can help you further troubleshoot this issue! I'll look forward to your reply!
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Toadfly Agent
How can I create an automated reply to a support ticket when it comes after office hours.
Thanks,
Joby Jose
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Tony
You will need to create schedules and apply those to your tickets. Then you will need some automations/triggers system to check if the update is coming within your schedule hours or not. If conditions are met, then an action can be produce, such as sending an email to your users.
I hope that helps!
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Hunter Morison
Hi there,
Are we able to set automations to only alert within the business hours they are checking against? I have created one that checks for tickets that have been in an Open or New status for more than 6 business hours. However, it often fires late at night after the set business hours with no explanation as to why.
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Arianne Batiles
Hi Hunter Morison
Currently, we do not have an action that allows setting a duration or timeframe when an automation can fire. As a result, it's not possible for the automation to alert or take action solely during the account's business hours or schedule. It can only fire depending on the hours specified in the conditions taking into account the business hours if applied.
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Naomi
Hi, is there a way for the email notifications to also appear on the ticket itself?
It's easier to see/track whether the ticket has been automatically followed-up to already or about to be closed if agents can see on the ticket exactly what the customers receive on their emails rather than just agents seeing tags (e.g. followup1_sent, etc.)
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