There’s maybe a solution in Zammad, but I can’t find it easily.
I’d like to have this workflow:
- 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
- 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?
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)?
So I did this (IDK if it’s the right way):
- Created a scheduler every day, checking Last Contact (Customer) was older than 15 days.
- 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
Maybe for testing purposes you should run on a tighter schedule and restricted to a certain group?
This is the right way to do what you described.
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