How can I set up follow-up emails for customers who haven't responded to our emails?
Modified on: Fri, 28 Jun, 2019 at 1:21 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
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This feature is not available on the old Freshdesk.
You have a busy schedule where you anticipate responses from customers so that you can process your workflow accordingly. Customers would sometimes need a slight nudge/quick reminder to look into your email. This can be facilitated by making use of an automation rule that runs on 'Time triggers' which would run once in every hour.
Please navigate to Admin > Automations > Time triggers tab > New rule.
For example, if your customer has not replied for two hours:
Match ALL of the below
In tickets > If Hours since agent responded > greater than > 2
In tickets > If Status > is any of > Pending
Send email to Requester
Set Status as Open
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