Work flow rule send email base on ticket status

[Former Member]

Hi experts,

Currently we have a ticket status call "Customer Action".

How can we achieve when our user set the ticket status to "Customer Action" and th customr doesn't reply within 48 hours it will send an automated email to the customer?

I have explored that in workflow rule, but not sure what field need to be set as condition.

Please advise.

[Former Member]

You will need to create a time based work flow rule where the "trigger event" is based on a future time (and not on save or on create) such as 48 hours/2 days after Last Agent Interaction date/time (this specific timepoint is set automatically when a user replies to the customer) or a specific SLA due date/time, condition is the custom "customer action status" and condition is Last Agent Interaction > Last Customer Interaction (this timepoint is automatically set when a customer replies to the agent), and the action is the email.

Here is more info on some related topics.

Good luck!

Rei