Automating Responses with Business Rules
Hope you can help.
Our support team is looking to create a series of auto response business rules based upon ticket status and severity level and need to build business rules to accomplish this task as we are a little stuck.
Scenario - client contacts our support team via any channel, we send an outbound response. However the inquiry needs additional information from the client. We plan on setting the status to pending client response, and designate the appropriate status level.
After 24 business hours - we want to append a standard text response.
After 48 business hours (24 hrs after the first response) - we want to append another standard response.