Waiting customer nag for no replies with auto closure

[Josh Olds]

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? 

[Mark Chaimungkalanont]

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