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Alerting Agent when customer hasn't been responded to in x days

  • August 17, 2021
  • 1 reply
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M

We would like to alert the agent when a customer hasn't been responded to in x number of days. We found how to alert when a ticket hasn't been updated in x days but we want the alert to happen when a public message hasn't been send in x days. We have internal chatter about a ticket between several people or troubleshooting steps which shows the ticket has been updated but not to the customer. 

Can this be done today if so how? If not can this be submitted as a feature enhancement request? 

      1 reply

      C
      • Chandra13
      • August 21, 2021

      Hi Martha! If your team is utilizing SLAs in Zendesk (i.e. a First Response, Next Response or Pausable Update SLA Target), you should be able to create an automation to alert an agent based on the "Hours until next SLA breach." 

      If your team has not implemented SLA targets, you could likely achieve something similar by using a combination of the "Hours since requester update" and ticket status automation conditions (i.e. Ticket Status is New or Open). 

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