I would like to create an automation / time based action where tickets are closed automatically after 7 days if within 7 days the customer has not responded. Is this possible?
Example:
Customer creates a ticket via e-mail
Agent answers
Customer does not respond within 7 days: ticket will be closed automatically and customer will be notified
I think the variable <% = d “ticket.last_contact_customer_at”, true%> indicates when the customer last replied. However, I can not use these in any condition; Here I can only enter a static date.
I have created two test tickets:
27014 last reply agent: The last answer comes from an agent
27015 last reply customer: The last answer comes from a customer