Amidst the busy schedule of your support agents, waiting for a customer response for quite a while can delay their workflow process. Instead of manually searching for such emails and sending reminders, Freshdesk enables you to schedule a follow-up email through time trigger automations. These automations run once every hour, thus helping you to automate workflow and efficiently elevate your customer's trust.


Follow the steps below to send follow-up emails to customers who have not responded for more than 2 hours.

  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 agent responded, Greater than 2.

  7. Click on Add new condition.

  8. Then, select In Tickets, if Status is Pending.

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

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

  11. Click on Add new action and select Set Status as Open.

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


How to send follow up emails to unresponsive customers through automation in Freshdesk?


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