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Workflow - Ticket | Waiting on Customer for Urgent tickets reminder

Use the Waiting on Customer for Urgent tickets reminder workflow

Goal

Nudge customers to respond quickly so urgent tickets don’t stall.

Enrollment

Ticket status = Waiting on customer
AND
Priority = Urgent

Actions

  1. Delay 4 hours

  2. Branch → Ticket status = Waiting on customer

  3. YES → Send reminder email

Email: ask customer to reply directly. No latest-comment token needed (HubSpot threads emails automatically).

Re-enrollment

Enabled

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