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

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

The workflow includes these steps:

• 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 sets the time frame for the on-hold status. Each macro automatically tags the ticket and triggers an automation that sends a reminder to agents or customers. Your workflow may require one or more macros. This recipe requires three macros.

To create the first macro:

1. In Admin Center, click Workspaces > Agent tools > Macros
2. Click Create macro

3. Under Macro name, type:

   On-hold for 48 hours

   

4. Under Actions, add:
   • Status category | 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.

     

5. 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

Adjust the number of hours to your business needs and add as many macros as you need. Make each tag different and match the number of hours in the title.

Step 2: Create the automations

Your workflow may require one or more automations. This recipe requires three automations, one for each macro created previously.

To create the first automation:

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Automations

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, adjust the Ticket: Hours since on-hold condition to match your schedule.
4. Under Perform these actions, add:
   • Ticket: Ticket status | Open
   • Ticket: Remove tags | on_hold_48
   • Notifications: User email | (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. Reach out to the customer and request an update.
     {{ticket.link}}

5. Click Create automation

This automation notifies the agent, not the customer. To notify the customer instead, in Notifications: Email user, change (assignee) 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 fires when Ticket: Hours since on-hold is 96
• The automation "On-hold for 144 hours" should have the tag on_hold_144 and fires when Ticket: Hours since on-hold is 144

Adjust the number of hours to your business needs and add as many automations as you need.

Step 3: Train your agents

Agents can now use this workflow and receive reminders for tickets on hold. Coach them to use these macros and act on the email reminders.

For other workflows, see Workflow recipe: Sending automated ticket reminders to customers.