Symptoms

It is required to set up an automatic first response for customers if there is no response from the support agent in a new ticket within 30 minutes or more.

Solution

1. Go to Settings > Action on Event and create a new action of type Macro.

2. Select Event type = Ticket event.

   • Event type = Ticket created.
   • Ticket: Last comment: Created more than 30 minutes ago from the current date.
   • Ticket: Last comment: Author: Role = Customer.

   

3. In the field on the right, click Create.

4. Fill in the Object ID: {{ event.ticket.id }}.

5. Write the text of the response you need in the Comment field.

6. In the left field at the bottom, select the status Enabled.

7. Click Save.