Chase customer options based on when ticket was placed into status
For example - I want my workflow to chase 3 times but only message when it’s been at least 24 hours since the last message.
Right now if i have it run once a day a 2:30 and i put a ticket in that status at 2:20 it will chase them 20 minutes later.
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Comments2
Christopher Bledsoe
Aug 9
I got this working in Neo within a single Agent; based on technicians placing our Halo Tickets into a specific ‘Pending Closure’ status. Agent then sends the first reminder; and schedules itself to follow-up in exactly 24hrs to check for reply and send then next reminder if no customer reply has occurred. Does this 3 times; then sends a final ‘Closure’ message and closes the Ticket.
So definitely doable.
Gary Eastwood
Jul 2
Hi Alex,
I got this working in Neo with the help of an Autotask Workflow rule.
Workflow Rule event: Idle for 1 Business Day
Condition: Status = Waiting Customer AND Queue In List <Technical Queue List>
Updates: Status = Customer Chase Required
Then in Neo There are 2 workflows:
Workflow 1
Trigger when Status changes from anything to Customer Chase Required
Filter: Assigned Resource ID = Neo
Smart Action: Chase Customer
Settings for Each Chase Attempt: Status after chase - Waiting Customer
Status when chase attempts exceeded: Escalate
Workflow 2 - Trigger when Workflow 1 finishes
Filter Assigned Resource ID = Neo
Status = Escalate
Action: Trigger another workflow
Workflow: Dispatch to Human
Hope this helps