If a ticket stays in the Awaiting Customer Response 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 resolved.
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
- 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 awaiting customer response stage.
- Install the snap in.