Hi, just a short question: I want an email to be sent to the customer after the ticket is closed, informing them that the ticket has now been closed. However, this should happen only 5 minutes after the ticket is closed, because if the ticket is closed by mistake, an email should not be sent immediately. This should happen every time the ticket is closed.
Scenario 1: Ticket is closed. Ticket is immediately reopened. Result: Nothing happens.
Scenario 2: Ticket is closed. 5 minutes have passed since the ticket was closed. Result: Email is sent.
Scenario 3: Ticket is closed. 5 minutes have passed since the ticket was closed. Email is sent. Customer replies to this email. Ticket is reopened. Ticket is closed by staff again. 5 minutes have passed since the ticket was closed. Result: Email is sent again.
How can I achieve this? Unfortunately, I’m not able to get it to work. It somehow works, but sometimes it also sends an email when the user replies to the ticket, which doesn’t make any sense at all.
Thank you…