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
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