Automation Setting Sample - Friendly reminder to customer (1st bump) Follow

This automation is to notify customers when an agent asks for additional information but they ignore you. It will be fired after 96 hours since the ticket becomes in Pending status.

Condition:

Action:

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Email subject: 

Re: {{ticket.title}}

Email body:

Hello {{ticket.requester.name}},

It's been a while since we've heard from you, so this automated message is here to remind you that were looking forward to your response on the ticket you requested. If we don't hear back in 4 days, we'll assume it's safe to mark the ticket as resolved.

In case you forgot, here is what your ticket was about:

{{ticket.comments_formatted}}

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