How to alert agents before tickets are overdue?

You can create an automation rule under time triggers to automatically alert a group or agent about tickets before it becomes overdue. Here's how you can configure it.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Under Workflows, click on Automations.

3. Choose the Tickets tab and then Time Triggers.

4. Click on the New Rule button and provide a rule name.

5. Under the On tickets with these properties: section, click on Match ALL of the below option.

6. Select In Tickets, if Hours since ticket overdue, Greater than 2.

7. Click on Add new condition.

8. Then, select In Tickets, if Hours since ticket overdue, Less than 1.

9. Under the Perform these actions: section, select Send email to agent option from the dropdown.

10. Customize your email with dynamic content using Insert Placeholder option.

11. Click on Preview and Save and then Save and enable.

Please reach out to support@freshdesk.com if you require further assistance.