Is there a way I can send an email to an agent before a ticket is marked as overdue using automation rules that run on 'Time triggers'?
Modified on: Fri, 28 Jun, 2019 at 3:23 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.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You can send notification/reminder emails to agents in your team, before a ticket becomes Overdue. Go to Admin > Automations > Time triggers tab > New rule:
Match ALL of the below:
In tickets > If Hours since ticket overdue > less than > -1
In tickets > Hours since ticket overdue > greater than > -2
Send Email to Agent (or Group)
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