How to Send Ticket Reminder using Trigger
You can use the Time Trigger to send a reminder email to users. The following are some of the users who can receive the reminder email:
- Assigned Agent / Specific Agent
- Assigned Group / Specific Group
- Creator
- Requester
Create a time trigger rule
Follow the given steps to create a time trigger rule:
- Select the Admin module in the left menu.
- Choose the Time Triggers from the Ticket Automation menu.
- Click the Add Rule option on the top palette.
- Enter the Rule Name and Description on the create rule screen.
- Choose any business hours or calendar hours to be considered for the rule.
- Select the required fields from the drop-down list to frame a condition for the tickets to which the rule will be applied in AND and OR conditions.
- Click the Add new condition option to include a new condition.
- Click the Next option and select the Send Email To User/ Send Email To Group action.
- Click the Add option to save the rule.
Now, the rule will be created and listed on the listing page. You can change the order of the rule by dragging and dropping.
Create the following condition and action to send the agent a reminder email
Condition
Action
Here, the email will be sent to the Assigned Agent when the Resolution due reach 48 hours and the ticket status not in Solved and Closed.
Create the following condition and action to send the requester a reminder email
Condition
Action
If your reminder emails are being sent without ticket details, it’s likely because the email template used in the automation does not include the correct placeholders.
To ensure that ticket-specific information (such as the latest comment, subject, or requester name) is included in the reminder email:
- You must configure the email template used in the automation rule to include relevant placeholders.
- Placeholders are dynamic tags that automatically pull ticket data into the email when it is sent. For example, they can insert the ticket subject, latest comment, or requester name.
- Without these placeholders, the email will be sent with generic content, lacking the context needed for the recipient to understand which ticket the reminder refers to.
This configuration is especially important when sending reminders to requesters or agents, as it helps them quickly identify the ticket and take appropriate action. For more details on how to configure and use placeholders in email templates, please refer to this article.
Here, the email will be sent to the Requester When the ticket status is Waiting for Customer for 48 hours, and ticket visibility is public.
Please read the article mentioned below to find more hourly fields to create a condition and meet the requirements.
Hour-based fields
Please read the article mentioned below to learn more about the Time Trigger.
How to Run a Automation at Scheduled Intervals?
