If the customer reports that the Time trigger automation rule they configured did not work as expected, you can get the below information from them:
-> Screenshot of the rule configuration including the rule ID
-> Screenshot of the entire ticket activities
-> Usecase they are trying to achieve
Once you get all the details, review if the rule they configured actually met the use case they shared.
Example scenarios:
1. The customer wants to escalate the ticket to their lead via email notification if the assigned agent did not respond to their end-user for more than 2 days and they have configured the rule as below:
This is clearly a misconfiguration as the last reply in the ticket will be from the customer and not an agent. Hence they would have to update the rule as below:
2. The end-user received multiple auto-closure emails from the customer’s account. Below is the rule configuration:
This is again a rule misconfiguration, as there is only an upper bound set in the rule (greater than) so the rule will be triggered every hour thereby spamming the end-user’s mailbox.
We can advise the customer to update the rule as below so that the rule will be picked only once:
