topic Send an email to a customer who hasn't reply and closed the ticket in Tickets & Conversations

Send an email to a customer who hasn't reply and closed the ticket

TristanC — Thu, 27 Feb 2020 14:32:38 GMT

Hi,

As Hubspot is doing with its CS, we would like to send an email to our customer who haven't replied to us and haven't closed their ticket.

For example, if our CS team answered a customer today and the customer doesn't give news in the next 4 days, I want to send him an email to suggest to close the ticket.

Thanks

Re: Send an email to a customer who hasn't reply and closed the ticket

Vectordude — Thu, 27 Feb 2020 15:01:26 GMT

What I would do is create a workflow with the enrollment criteria being ticket status=waiting on customer response (reenrollment enabled), then add a delay 4 days, then a if/then branch with status=waiting on customer response (to recheck & make sure the ticket hasnt been updated), and then the send email action & close ticket field update.