Workflow: How to create reminders on tickets that are on-hold

Agents may change the ticket status to On-hold if customers don't have all the information needed to answer questions and are unavailable to respond promptly. This recipe explains how to send a reminder to agents when their tickets are on-hold using automations. For a more complex setup, you can enhance your workflow by using macros.

The workflow includes the steps below.

• Step 1: Create the macros
• Step 2: Create the automations
• Step 3: Train your agents

Step 1: Create the macros

This workflow requires agents to choose a macro that specifies the time frame for on-hold status. Each macro automatically tags the ticket, triggering an automation that sends a reminder to agents or customers. Depending on your workflow, you may need one or more macros. This recipe requires three different macros.

To create the first macro

1. Create a macro
2. Under Macro name, type:

   On-hold for 48 hours

   
3. Under Actions, add:
   • Ticket status | On-hold
   • Add tags | on_hold_48
   • Comment mode | Private
   • Comment/description
     

     This ticket is on-hold
     
     {{ticket.assignee.first_name}}, you'll receive a reminder about it in 48 hours.

     
4. Select Create.

Follow these instructions and create two more macros, one for 96 hours, and another for 144 hours. Each macro needs a different tag:

• The macro "On-hold for 96 hours" should have the tag on_hold_96
• The macro "On-hold for 144 hours" should have the tag on_hold_144

You can adjust the number of hours to your business needs and add as many macros as you wish. Ensure that the tag is different for each macro and that they reflect the number of hours in the title.

Step 2: Create the automations

Depending on your workflow, you may need one or more automations. This recipe requires three different automations, one for each macro created previously.

To create the first automation

1. Create a new automation
2. Under Automation title, add:

   Send a reminder after 48 hours on hold

3. Under Meet all of the following conditions, add:
   • Ticket: Status category | Is | On-hold
   • Ticket: Tags | Contains at least one of the following | on_hold_48
   • Ticket: Hours since On-hold | (calendar) Greater than | 48
     
     If you have business hours in place in your account, adapt the Ticket: Hours since on-hold condition to suit your schedule.
4. Under Perform these actions, add:
   • Ticket: Ticket status | Open
   • Ticket: Remove tags | on_hold_48
   • Notifications: Email user | assignee
   • Email subject:

     On-hold ticket for 48 hours reminder: {{ticket.title}}

   • Email body:

     Hello, {{ticket.assignee.first_name}}. The ticket {{ticket.id}} has been On-hold for 48 hours. Please reach out to the customer and request an update.
     {{ticket.link}}

     
5. Select Create automation

This automation notifies the agent rather than the customer as automatic messages to customers may not be the best option for everyone. However, if you prefer that your customer receives the email, in the Notifications: Email user condition, change the (assignee) dropdown to (requester).

Follow these instructions and create two more automations, one for 96 hours, and another for 144 hours.

• The automation "On-hold for 96 hours" should have the tag on_hold_96 and should fire when Ticket: Hours since on-hold is 96
• The automation "On-hold for 144 hours" should have the tag on_hold_144 and should fire when Ticket: Hours since on-hold is 144

You can adjust the number of hours to your business needs and add as many automations as needed.

Step 3: Train your agents

Your agents can now use this workflow and be reminded of tickets on hold. Coach them to use these macros and not ignore the email reminders.

For other workflows, see these articles:

• Workflow recipe: Sending automated ticket reminders to customers
• Automations resources and recipes