Automatic emails sent out to clients for tickets

litechforce

Hello,

I am not sure if ITFlow can do this yet, or if it has even been requested. I'd like to have the ability to have the system send out an email to the client every day (adjustable) for 3 days (adjustable), and if no response (status hasn't changed), to close the ticket.

Use case scenario:
Client (or tech on behalf of a client) opens a ticket. Tech requests more information, or is following up to see if an issue has been resolved. Ticket status is marked as Waiting on Customer (or other defined status), and the system automatically reminds the customer via email that an update has been posted to the ticket, and they have XXX amount of time (days) to reply or the ticket gets closed.

I think this would be a good feature to keep the ticket system clean.

digibandit

litechforce mailer.

What you might want is what I really want: a mailer feature, something with templates, groups, contact lists (pulling from client/customer/contact checkmark boxes like 'marketing emails' or whatever. We could set time frames, dates, etc. and manage it that way.

I like to send a 3 day and 6 day follow up email to my break/fix clients after ticket resolution, asking if anything is wrong on day 3, asking for a review on day 6. I've lost the automaticness moving to ITFlow, and plan on making some integration with something but I'll burn that bridge once I've built it.

We also use a 3-2-1 contact method, over 3 days 2 types of contact (phone, email, sms, chat, carrier pigeon) before they have 1 week for reply. Being able to automate the email portion of this would be sick.