You’ve asked for it. We built it. 🔥
You can now delay rule actions on a ticket with a new trigger condition: when a ticket gets unsnoozed. The new rule trigger is called
ticket snooze delay ends. Here’s how you can use it to delay actions:
Example use case: Let's say that you want to follow up with your customers if they do not reply within X days:
First snooze the ticket you want to follow up on for X days using the snooze function.
Then, set a rule to trigger when the ticket get reopened after the snooze timeframe ends:
You can use this trigger to perform any action currently supported by our rule engine like
sending a message,
Voilà! ⚡️ Rest assured, because of how snoozing works, this rule will safely only trigger at the end of the set delay and not if it is reopened manually or when a customer replies back.
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