Automation Setting Sample - 2nd Reminder no action by assignee Follow

This automation is to notify the assignee for the second time that has been assigned but no action has been made for 96 hours since it is updated last and urging the agent to take prompt action. 

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Email subject: 

[ACTION REQUIRED] {{ticket.title}} needs attention

Email body:

Hello {{ticket.assignee.first_name}},

You may have forgotten the ticket #{{ticket.id}}. It has been over 96 hours since you have made any updates. Our objective is to close all tickets within 3 days and you are missing mark.

{{ticket.linkl}}

Thank you,

Big Brother

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