Automatically send emails to specific associated contacts based on ticket status
Our team deal with a large volume of tickets which are automatically generated by the conversations inbox. Once a ticket comes in, our team will respond and the ticket status will change to 'Waiting on Customer'.
In some situations, we need to contact a third-party and the status will change to 'Waiting on Supplier' or in other situations, it might be waiting on our internal finance team and thus, 'Waiting on Finance'.
Once 72 hours have passed with no status change, we'd like to send the customer, supplier or finance team member an email advising them that we're waiting on them.
There is no automatic tagging of the original contact as the 'reporter' and the ability to state what other contacts on the ticket are and therefore it's not possible to set this kind of automation up. As it stands, we could set up the automation but if it was Waiting on Supplier, it would send to both the supplier, and the customer as they are both associated contacts.
