On Idle Trigger Ticket
Reply Ticket Automation
On Idle is a condition in which no activity occurs on a ticket (remaining in an inactive state) for a certain period of time, either from the agent’s side or the customer’s side.
Apply Reply Ticket and/or Closed Ticket actions to tickets with an On Idle trigger. The reply ticket and closed ticket actions will run automatically when the customer does not respond to the Operator message within a certain period of time.
For example, when the support team and the customer are both busy. You can create a ticket automation with a trigger when the ticket is on idle status with a reply ticket action. With this ticket automation, the system will send an automatic reply after a certain period without a response from the customer. The goal is to remind the customer that you are still waiting for their response and that they may have missed your last message by mistake.
In the example case above, when the customer is idle or does not respond to messages from Operators from any group within 1 minute, the system will run the ticket automation process by sending an automatic reply in the form of a message: “Is there anything else we can help you with?”. This message will be sent automatically, as shown in the image below.
Close Ticket Automation
Sometimes, even after sending out a reminder, a customer may not respond for a variety of reasons. Instead of just leaving the ticket open forever, you can create an automation ticket by trigger when ticket is on idle with action is closed ticket. That automatically closes tickets after any set number of minutes.
For example, you might use ticket automation to automatically close all tickets when they are idle for a certain period of time. This helps keep the Inbox tab clean and gives a more accurate picture of your ticket volume.
In the example case above, when a customer on idle or does not respond to messages from Operators in all groups within 1 minute, the system will run the ticket automation process by closing the ticket and remarking the ticket “Closed by automation”, as shown in the figure below.
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