In this scenario, I wanted to create a method to inform customers whose pending ticket has been open for more than two days that their ticket will be closed soon. To clarify, these two automations will automatically send an email to a customer, asking them if there is anything else we could help them with, and then finally informing them that their ticket will be closed. The second automation I created will facilitate automatically closing the tickets.
The image of the notifying automation is shown below.
This will primarily inform a requester (just external customers) that their ticket will be closed by sending them an email. Once this email is sent out, the ticket will be marked solved. If the customer responds, it will be marked open again; this automation had to have the ticket set to solved, instead of closed, for the next automation to work.
By using these two automations, a pending ticket with a response greater than 48 hours will notify the customer, then solve the ticket. After four days, unless the customer responds, the ticket will be closed.
Why is This Helpful?
External communication (customer interaction) tickets are generally responded to quickly; however, with internal communication (employees) tickets might be open for quite some time. For example, say your web dev department creates a ticket regarding an improper font size on one of your websites; a ticket such as this might take longer to fix than one involving a refund to a customer. The accumulation of tickets can create headaches for those who need to solve them and for CSM managers such as myself. So, creating automations to automatically respond to and close a requester’s tickets after a specific amount of time is very beneficial.
Note: These automations are currently configured for external communication, to modify the automations to include internal communication, simply edit the “Ticket Privacy: Has Public Comments” to “Ticket Privacy: Has No Public Comments.”
For customer tickets, ensuring that they are satisfied with the service they gained through opening a ticket is vital to earning high satisfaction ratings. Once a customer opens a ticket, it gets responded to, and then possibly having that customer not respond back, will result in a pending ticket lasting longer than desired. A long-standing pending ticket then might get marked solved, when it actually hasn’t been. By using these two automations, both internal and external tickets can be automatically ensured of their success, as well as limiting the number of tickets that accumulate.