Customer reminder

Hi there!

There’s maybe a solution in Zammad, but I can’t find it easily.

I’d like to have this workflow:

  1. If we are waiting for a customer answer and we don’t have any news from him in 2 weeks (“Last Contact (agent)” I suppose), we’d like to remind him about this “hey it’s been 2 weeks, what’s up about this?”. Obviously, in an automated fashion
  2. After 2 weeks, if there’s still no answer, auto close the ticket with a “We are closing the ticket due to inactivity. Feel free to reopen if needed”.

Is there something similar I can achieve in Zammad?

Unverified:

Maybe by tagging the ticket accordingly, having a scheduler to check for this tag and send a reminder to the customer whilst setting the ticket to auto close (and remove or add another tag to avoid duplication)?

BR wucherpfennig

2 Likes

So I did this (IDK if it’s the right way):

  1. Created a scheduler every day, checking Last Contact (Customer) was older than 15 days.
  2. On the scheduler, decided to send an email to the customer with a reminder.

Then I created another scheduler doing the same but for 1 month (sending a “final” email), and closing the ticket.

I don’t know if it will work, I’ll test it :slight_smile:

1 Like

Maybe for testing purposes you should run on a tighter schedule and restricted to a certain group?

Yes, I’ll do some tests!

This is the right way to do what you described.