If a ticket stays in the configured stage for more than 48 hours, the Awaiting Customer Response Notifier sends a reminder notification to the customer. If the ticket remains in this stage for an additional 24 hours, it is automatically moved to the specified target stage. If no stage is specified, it will move to the resolved stage.

Features

• Stage-specific triggers
  It allows you to establish stage-specific triggers for each ticket as they transition into the awaiting customer response stage. This trigger helps track the duration of a specific ticket in the awaiting customer response stage.

• Automated notification and communication
  If a ticket remains in the awaiting customer response stage beyond a certain duration, an automated reminder notification is dispatched to prompt the customer. This ensures timely attention to their concern, facilitating the resolution of the ticket.

Installation

1. In the Configuration tab, input the email content intended for the customer in the reminder mail. Also, specify the time duration in hours. This duration determines when a notification email is sent to the customer if the ticket remains in the configured stage that indicates awaiting customer response. You can configure the stage that indicates the ticket is awaiting customer response in the Stage field. You can configure the stage to which the ticket should be transitioned to in the Target stage field. If the Stage field is a custom stage, ensure it has a transition defined to the specified Target stage field.

2. You need to enter the backend names of the stages in their respective fields.

3. Install the snap in.