# Setting up an automatic response for customers if the support agent does not respond within 30 minutes
# 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*.

    ![https://support.swarmica.com/attachments/g/l/glNPrwMI5GJhwWPo_tc/NjM0MDY0LjM0NDg5MzczNzUxNzc2MjQ5NzY3NTA3.png](https://support.swarmica.com/attachments/g/l/glNPrwMI5GJhwWPo_tc/NjM0MDY0LjM0NDg5MzczNzUxNzc2MjQ5NzY3NTA3.png)
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**.

    ![](https://support.swarmica.com/attachments/c/h/ch09SK1ITGSoecVS_a/image.png)