Ticket | Waiting on Customer for High tickets

Goal

Prompt customers to respond on High priority tickets that are waiting too long.

Enrollment

Ticket status = Waiting on customer
AND
Priority = High
AND
Ticket owner is none of:
• Debbie Anderton
• Fern Jones-Middleton
• Krystal Gregory
• Steve Tait
• Ryan Chidgey

• Kim Welsh

Actions

1. Delay 8 hours

2. Branch → Ticket status = Waiting on customer

3. YES → Send reminder email

Email: ask customer to reply directly. 

Re-enrollment

Enabled

Re-enroll when:
Ticket status becomes Waiting on customer
AND Priority is High