Support No Customer Response

Package: BASIC

1. General

The automation "8.3 | Support: No Customer Response" monitors tickets to which the customer has not responded after a support reply, and automatically closes them after a defined waiting period – following up to two reminders.

Composition and Structure

The automation consists of a trigger, a condition and three sequentially built scheduled actions:

Node No.	Name	Type
#1)	Ticket saved	Trigger
#2)	Support reply was written	Condition
#3)	Reminder to customer after 4 days	Action – Send email
#4)	Reminder to customer after 6 days	Action – Send email
#5)	Ticket is automatically closed after 8 days	Action – Update record

Process overview:

Day	Action
Day 4 (after last support reply)	First reminder email to customer
Day 6	Second reminder email with notice of automatic closing
Day 8	Ticket is automatically set to closed

Overview 8.3 | Support: No Customer Response

1.1. Support: No Customer Response – Trigger, Conditions and Actions

1.1.1. Ticket saved (Trigger - #1)

Trigger in the Tickets module. Responds to the saving of a ticket record and checks in the downstream condition whether the reminder process should be started.

Connections to preceding/following nodes:

• preceding: none
• following: Support reply was written (Condition - #2))

Trigger „Ticket saved"

1.1.2. Support reply was written (Condition - #2)

Checks whether a support reply exists for the ticket and the customer has not yet responded. If this applies, the three scheduled actions (#3, #4, #5) are initialised.

If the customer responds in the meantime, all scheduled actions that have not yet been executed are automatically deleted (Check on every run active). This also applies in the event that the ticket is manually closed in the meantime or otherwise set to a final status.

Connections to preceding/following nodes:

• preceding: Ticket saved (Trigger - #1))
• following (met):
  • Reminder to customer after 4 days (Action - #3))
  • Reminder to customer after 6 days (Action - #4))
  • Ticket is automatically closed after 8 days (Action - #5))
• following (not met): none

Condition „Support reply was written"

1.1.3. Reminder to customer after 4 days (Action - #3)

Sends a first reminder email to the customer 4 days after the last support reply, requesting a response.

Connections to preceding/following nodes:

• preceding: Support reply was written (Condition - #2))
• following: none (subsequent action #4 is executed independently as its own scheduled action)

Action „Reminder to customer after 4 days"

1.1.4. Reminder to customer after 6 days (Action - #4)

Sends a second reminder email to the customer 6 days after the last support reply. The email contains a notice that the ticket will be automatically closed in 2 days if no response is received.

Connections to preceding/following nodes:

• preceding: Support reply was written (Condition - #2))
• following: none (subsequent action #5 is executed independently as its own scheduled action)

Action „Reminder to customer after 6 days"

1.1.5. Ticket is automatically closed after 8 days (Action - #5)

Automatically sets the ticket to the status closed 8 days after the last support reply. The customer is informed of the ticket closure via a comment.

Connections to preceding/following nodes:

• preceding: Support reply was written (Condition - #2))
• following: none

Action „Ticket is automatically closed after 8 days"