Workflow: Create an automation to send alerts when a ticket needs a reply

Use automations to send time-based reminder emails. An automation is a business rule that you set up in your account to perform actions when specific time intervals pass. In this example, an automation notifies you if a new ticket isn't assigned to an agent within 24 hours.

To create this automation

Go to Admin Center

Navigate to the Automations page

Select Add automation from the right-hand side

Under Meet all of the following conditions, add the conditions:

Ticket: Status category | Is | New

Ticket: Hours since created | Greater than | 24

Under Perform these actions, add the actions:

Notifications: Email user | and select your user profile
Email subject:

New request: {{ticket.title}}

Email body:

This is an email to remind you that the request (#{{ticket.id}}) is new and awaits a reply.

{{ticket.comments_formatted}}

Ticket: Status category | Open

Note: In accounts with custom ticket statuses deactivated, use the condition Ticket: Ticket status instead of Ticket: Status category and Ticket: Hours since created instead of Ticket: Hours since status category created.

What's next

You can string multiple actions together with automations. For example, set the ticket priority to high, escalate the ticket to a different support group, or send a notification to the customer to let them know that a response is on the way.

For more information, see the article: About automations and how they work.