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.)

Hello! Is there a way to identify the “Hours Since Tag Added”? Basically a similar behaviour as the rest of the “Hours Since” function, but instead of the ticket status, it should get the hours since a particular tag was added.

For context: Our goal is to automate the process for following up and closing unresponsive tickets. Based on the advise that we found from the community, we already created 3 automations to:

- Automation 1: Follow-up since Pending (3 days)

- Automation 2: Follow-up since Pending (15 days) AND followup_1 exists

- Automation 3: Follow-up since Pending (20 days) AND followup_2 exists

This is fine and things are working as expected for new tickets (tickets that were created after this new automation process).

The problem: We already have tickets that have been pending for 30 days and more before we created these automations. This means, as soon as we activate the 3 automations above, those tickets that have been pending for >30 days will get notified one at a time for the span of about 3 hours, more or less (since the automations will fire hourly and Automation 2 and 3 are dependent on Automation 1 and so on). So instead of getting “Automation 2” 12 days after “Automation 1”, and “Automation 3” 5 days after “Automation 2”, the ticket will just be closed in almost 3 hours.

This is why we would like the filter to be dependent on when the tag (followup_1, etc.) was added rather than the pending status. We cannot use “Hours since update” as a workaround either, since there are times when we send internal comments on already-pending tickets.

Hope there's a way to do this or a neat workaround.