Time based ticket automation rules
Timed ticket automations
I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.
After 48hrs, auto close the ticket
Benny Goinar
shared this idea
Hey everybody,
We are very excited to announce we have released the ability to create time-based ticket automation rules.
This will allow you to automatically follow up on tickets that have not been responded to for a while, automatically close tickets after a certain period of time, change tickets from resolved to closed, and much more.
We want to thank you for bringing this feature to our attention and helping us during the process of development and design!
Feel free to read the following KB, set up your automations and start saving time: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules
All the best,
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abigael abigael
commented
It would be fantastic if there was an automation rule that was against time entry – so when time was entered, if ‘total time’ on the ticket was above ‘XXXminutes/hours’ then send an email to <this address> using <this email template with details on the total amount of time/ticket etc>
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IT Experts
commented
We need the ability to set an amount of time after which tickets pending on customers response will be auto-followed up (Message indicating that the ticket will be closed if no response is sent within X days). If this delay is passed without any response, auto-close the ticket with a notification inside "Auto Closed because no response within X days). Ideally change to status "Auto-Closed".
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Trevor Voth
commented
It would be nice to be able to either apply a time setting that auto closes any tickets marked as resolved after X days/weeks/months. Or be able to tell individual tickets to be marked closed after a specified time duration. I imagine a global setting (whether enabled or not) is the easier to create.