Our business model is as such:
Lead converts to an order and order is placed.
Once order is placed, we want to send status emails at 2 weeks and 4 weeks.
Once product is delivered, we want to send a follow up email asking for pics, 12 weeks after order was placed.
Where I'm having issues is with ticket statuses changing when clients contact us. Is my only option to leave the ticket open and basing the automation timing off the date when the order status was changed? This order status changes with a macro when we confirm the order. Then I suppose the 12 week automation will also solve the ticket thus closing it.
I don't think pending status will work as that moves to open anytime they respond.
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