On Idle Trigger Ticket
Reply Ticket Automation
The trigger by On Idle applies to Reply Ticket and/or Closed Ticket actions. Ticket reply and closed ticket actions will run when the customer does not respond to the Operator’s message within the specified time.
For example, when your support team is busy and so are your customers. You can create an automation ticket by trigger when ticket is on idle with action is reply ticket. So, if you are waiting for a customer response you can use an automatic reply after a set period of time to remind them. This lets the customer know you haven’t forgotten about them and, who knows, maybe they missed your last message by accident.
In the example case above, when the customer is idle or does not respond to messages from the Operator’s from any group within 1 minute, the system will run the ticket automation process by sending a reply ticket in the form of a reply message “apakah ada yang ingin ?”, as shown images 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 may use ticket automation to automatically close all tickets when tickets on idle for some time. This helps to keep the ticket in the Inbox tab clean and provides an accurate assessment of your ticket volume.
In the example case above, when the Customer is on idle or does not respond to messages from the Operator’s from any group within 1440 minutes (one day), the system will run the ticket automation process by closing the ticket by giving a remark ticket “Closed by automation”, as shown images below.
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