Reminder Agent - Adjust Time Between Follow-ups
T
Tom Freer
Would be great to be able to specify the timing between sending follow-up's from the Reminder Agent. currently will send every day, would be good to be able to have a delay to give the client time to respond - like 2 days before the first email, then wait another 3 days and then a final 1 day... typically like to give clients time to respond if they are away, or busy which is often the case. Would just provide more flexibility for the agent setup.
R
Ricky Balmaceda
Merged in a post:
Expanded Control and Deactivation Options for Reminder Agent
J
Josh Campbell
Reminder Agent currently restarts its sequence from Reminder 1 after completing the final configured reminder if the ticket status remains unchanged. This can lead to unintended message loops and excessive ticket activity. Additionally, the current setup only supports daily reminder intervals and always logs each reminder as a ticket entry, which may result in unnecessary clutter. The lack of configuration flexibility limits its usability for teams with existing ticket lifecycle workflows or custom follow-up strategies.
Requested Features:
- Deactivation After Final Reminder: Add the ability for Reminder Agent to automatically deactivate after a specified number of reminders, without requiring a status change. This prevents looping behavior and avoids the need to create additional ticket statuses solely to exit the reminder sequence.
- Customizable Reminder Intervals: Allow users to define the interval between reminders, such as every 2 or 3 days, instead of the current daily default.
- Individual Reminder Scheduling: Support per-reminder scheduling so users can set different delays between each reminder or define longer gaps after a certain point.
- Optional Note Logging: Provide a setting to minimize or suppress reminder entries in the ticket note history, reducing clutter and maintaining ticket readability.
Benefits:
• Prevents reminder loops and client notification fatigue.
• Enables alignment with existing follow-up policies and escalation timelines.
• Reduces the need for excessive ticket statuses or complex mappings.
• Helps maintain clean, readable tickets by limiting repetitive note entries.
• Expands the utility of Reminder Agent beyond chat-based tickets, supporting broader adoption across all ticket types.