Remainder for Customer about open ticket

[kropek]

Hi,

i couldn't find direct answer in forum.

Customer send request, Agents answer it and ticket have OPEN state.

I know you can set up escalation times for update etc. If i get it corretly only Agents recive notyfication.

I would like to send notyfication to customer that we send answer to his/her ticker and to inform customer IF they don't send any replay we will close ticket as sucesfull in next 7 days.

My question in how is best way to set it up.

My idea was to set:
- generic agent who will look for ticket with state open, and Waiting Time is grater that 7 days -> change to open state named eg: "Customer NoAnswer",
- send notification filtered by TicketStateUpdate with value "Customer NoAnswer" -> send notification to customer.
- generic agent will look for ticket with state "Customer NoAnswer", and Waiting Time is grater than 14 days -> change to closed state "Succesfull".
If customer sens any replay ticket change state to new and after Agent answer all start's again.

Any suggestion?
Thanks for your help.

[skullz]

When reply set the state to pending auto close +/- and set the date.
upon reach the date, the ticket will be close.

[kropek]

I know that, but I would like to inform customer that I will close ticket. If I do autoclose customer don't get any notification - that my point.

[root]

Hi,

Some small hints to get this done:

1. Set a state (type pending reminder)
2. Set a dynamic field to value x if the pending time is reached and set a pending state (pending auto)
3. Send a ticket notification when the dynamic field is updated to x that the ticket will be closed in nn days.
4. Send a ticket notification when the pending auto state is reached that the ticket is now closed

- Roy