Keep support tickets moving without duplicate reminders
Review open support tickets on a daily schedule. The agent reads the latest comments and prior decisions, identifies who needs to respond next, and sends the appropriate follow-up or closes an eligible stale ticket.
How it works
A scheduled automation invokes the agent every morning to review open tickets. The workflow loads each open ticket plus its related comments and prior decisions.
The agent interprets the most recent human comment to determine who needs to respond next. The agent nudges the customer or the internal assignee when a ticket has gone stale for three days.
Tickets with no customer response after seven days can be closed automatically, except P1 tickets. The workflow records the outcome on the Decisions table for auditability.
Where people stay in control
People remain responsible for p1 and exception handling; support follow-up outside the automated rules; reviewing any incorrectly inferred outcomes. Priority P1 tickets are never closed automatically, and the workflow checks prior decisions to avoid repeating a reminder after the latest comment.
Adapt it to your organization
Connect the systems listed alongside this description and configure the workflow for your organization’s data, permissions, and policies. Review the named agents, apps, and automations before using them with your own records.