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Set automated email reminders about ticket status at specific time intervals

Configure automatic email reminders about ticket status and priority, and set up reminder intervals in WHD.

First published date

10/24/2018 6:42 PM

Last published date

10/24/2018 6:42 PM

Overview


This article explains how to configure automatic email reminders about ticket status and priority, and set up reminder intervals in WHD.

 

Product section

Web Help Desk

Resolution

Automated email reminders can be sent to the clients in Web Help Desk (WHD) only after enabling:

  • 'Client Reminders' for the required Ticket Status Type and 
  • 'Client Reminder Interval' is set for Ticket Priority Types

Setting Client Reminders

  1. Log into WHD webconsole > Setup > Tickets > Status Type > click on the Status type for which you wish to send automated email remainders to the clients, e.g., 'Pending'.
  2. In the 'Status Type' tab, enable 'Client Reminders' by selecting the checkbox as highlighted in the screen given below:

  3. Click Save.
  4. Repeat steps 1-3 to set client reminders for the required status types.

Setting Client Reminder Interval

  1. Log into WHD webconsole > Setup > Tickets > Priority Types & Alerts > click on the 'Priority Type' for which you wish to set the intreval before sending or resending a reminder to Clients, e.g., 'High'.
  2. In the 'Priority Type Details' page, set the values for 'Client Reminder Interval'.

  3. Click 'Save'. 
  4. Repeat steps 1-3 to set client reminder intervals for the required priority types.