no respone -> customer notification

[steste123]

Hi,
is it possible to send a notification to the customer if there is no response from him after x days?

Cheers,

[Eggllo]

Never actually tried this myself, but one way I could think of doing it is by having a generic agent check periodically for a change in the ticket. You could maybe set the agent to change a dynamic field when the ticket was 'changed more than..' x hours/minutes ago. Then have a notification that triggers when that field is updated.

The only thing i'm not 100% sure about is whether or not an email from a customer would count as a change in the ticket to the system. Might be worth trying though. This is also assuming you wouldn't have internal messages and changes happening while waiting for a customer response.

[steste123]

any idea? :-/

[wurzel]

Hi,

what about the reply function?

Florian

[steste123]

yes but this is a manual process
My idea is that there is a ticket notification-job which send a notification to the customer autom. when the customer didn't reply after x days and the ticket is in the queue "waiting for response"

[root]

• When moving the ticket to the specific queue set a pending state, pending time and a dynamic_field to the value xx (with a generic agent)
• Create another generic agent which search for tickets where the pending time is reached and the the dynamic_field to the value yy (and maybe the state to open/unanswered/...(
• Create a notification which is triggered when the dynamic_field is set to the value yy