Best way to do automated support followup

[dmattauch]

Hi,

Let's say i want to send an automated email after 24 hours if customer didn't respond to a support email.

Should i use ; marketing emails and define their status as marketing contacts?

Or what is the best automation to use there? marketing emails or there is some specific automation for tickets?

Thanks

[LeeBartelme · Accepted solution]

In your portal settings you should see some automation in the ticket settings area. There you can see by pipeline the automation that runs. You can create a workflow in the pipeline that makes sense with a 24 hour delay to send a new email. You don't have to add it there, you could just create a workflow in the workflows screen, triggering on the status field.

In regards to marketing contacts, you can use a transactional email and the contacts won't have to be marketing contacts. If you don't have the transactional email add-on, I'm pretty sure you'll have to set them as marketing contacts if you want to send them other emails.