Tickets & Conversations

MrSannel
Participant

Send mail in a ticket if there is no reply after a few days

Is there any way to create an automation that send a pre-made email if there is no reply after a few days of inactivity in a ticket? 

 

So far I have this: 

MrSannel_0-1707320337814.png

 

However I want to send a reminder and not close the ticket. And after 3 more days without reply the ticket can be closed. 

 

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2 Replies 2
karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Send mail in a ticket if there is no reply after a few days

Hi @MrSannel,

 

If you first want to send a reminder and then close the ticket after a few days of inactivity, you could add that email send above the "Set property value" action.

 

After that email send, you would then add a delay (e.g. 3 more days) and then use an branch action to check whether the Last customer reply date is still not updated (e.g. more than 6 days ago). If no, the branch would be a dead-end. If yes, you could close the ticket.

 

Let me know if you have any follow-up questions or need more details!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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MrSannel
Participant

Send mail in a ticket if there is no reply after a few days

Thanks! I just read the text in this section: 

MrSannel_0-1707406926887.png
I thought that would sent an email to all contacts in hubspot... my bad. Thanks for the advice about delay in 6 days afterwards. 

 

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