Hi there,
We are currently looking at implementing a waiting customer nag which adds a comment to the ticket saying "hey we are waiting for your response, get back to us or we will close the ticket if we don't receive a response in 3 days". Then on day 3, the ticket closes with the resolution "No customer response" and status resolved.
Ultimately would love this to be SLA based trigger such as implementing a timer on when the status moves to waiting customer and stop when it moves to another status for example.
Open to suggestions, how do you think I could pull this off using SLAs and automation, or just automation?
Hey there Josh,
You should generally use the status to track if an ticket has a customer response or not. e.g. have a "Waiting for customer" status while the ticket is waiting for a response.
Then you can add automations that uses the a JQL to match tickets that have been in this status for more than 3 days e.g.
status = "Waiting for customer" AND status CHANGED BEFORE -3d
and then add an Automation action to email the appropriate customer
Hope that helps!
Cheers,
Mark C
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