Send 72-hour pending ticket reminders to assigned agents
Send 72-hour pending ticket reminders to assigned agents
Your support emails flagged as awaiting agent reply sit idle after 72 hours, stalling tickets and leaving customers waiting. Remind assigned agents to follow up so customers are re-engaged before SLA windows close.
Overview
Stale ticket threads cost time and harm customer experience when owners don’t get a timely nudge. This flow surfaces 72-hour stale tickets to the assigned agent and an escalation channel, so support ops and agents can re-engage customers before SLA windows close.