Automate reminder emails for tickets with status "Waiting for Customer" and then auto-close after X days

Automate reminder emails for tickets with status "Waiting for Customer" and then auto-close after X days

Currently our "Waiting for Customer" status is configured to show in the Open Tickets view, so our agents can follow up (remind) customers that we're waiting on something for them.

This clutters the agent's "My Tickets" queue however, and also makes it difficult to load balance tickets across the team as some may have a high count of active tickets, but where many are really these waiting for customer tickets, skewing the active ticket count.

We want to set up something automated where:

  1. For each day, once a day, for X number of days, an automated message is sent to the customer, reminding them that we are awaiting their response.

  2. Then after X days of these email reminders, we want to send a different message that basically tells them that we have to close the ticket for now, but that they can reply back when they are ready to resume work on their ticket and their response will re-open their ticket  (and at that point we want the ticket status to change from "waiting customer" to closed. 


I did find some info about auto-closing tickets at the link below, but not sure how to combine this with the need to first send the customer several reminders over a span of X days, so that our agents don't need to follow up manually each day and so the ticket can remain in "waiting for customer" status (until customer replies or X days have passed which triggers auto-close of ticket)


From a high level, what would be required to configure automated daily reminder emails for tickets in "waiting customer" status,  and then have them auto-close (with a separate email notification explaining why the ticket is being closed)?


Thank you

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