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

SOLVE
TristanC
Participant

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

1 Accepted solution

Accepted Solutions
Vectordude
Solution
Contributor

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.

View solution in original post

0 Upvotes
1 Reply 1
Vectordude
Solution
Contributor

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.

View solution in original post

0 Upvotes