Currently, if tickets are overdue, agents can receive an alert. Could a similar function be implemented for customers? Let's say we have received an inquiry from a customer and we sent a reply to them, but they don't get back to us after X days, we would like to send them a reminder that we are still waiting for their reply.

    thesen

    Not at this time. Maybe this is something we can add post-v2.0; we’ll see.

    Cheers.

      Yeah we're using the auto-closer for that purpose.
      We have two closing statuses: resolved and closed.
      1/ When agents feel like they've provided to solution, they change the status to "resolved". (note: tickets stated as "resolved" can be re-opened when a end-user replies)
      2/ If end-users don't write anything within 7 days of the status change then the auto-closer with switch the status to "closed"

      9 days later

      Right that plugin does that, but the downside is that tickets get closed and we as agents will loose track of them.

      10 days later

      You can modify this plugin to send alters to your desire user when the X date have past.

      Write a Reply...