We are defining a support process that we need to send updates to the customers periodically for Support tickets they have requested. We are looking to send a reminder to the customer every 25 days. This is a manual process.
So when we don't send an update to the customer, our agents should get an automated reminder so that our agents can take necessary action and send an update to the customer.
How we can set up an automated reminder in the Freshdesk, please guide us.
Hello, we have a similar requirement, where we would need to setup a recurring daily reminder at a specific time (consider time zones) to do something. This reminder is for specific agents. For example Agent / Group of Agents need to start a remote program every day at 1pm Brisbane time, another one at 1pm Melbourne time and another one at 1pm Perth time. This reminder should come up as a high priority to do for the agent(s). The reminder contains some instructions / checklist what needs to be done. This is happening every day.
We don't want to have an extra ticket for this, but a task would be good.