Reminder to customers

[palacietes]

Hi, I want to send and email every day to customers to remind them that they have some ticket in state "Waiting Customer".
I've tried to make this through "Generic Agent" but i can't find any action to send an email.

¿it is possible to do this by "Generic Agent"?

Thanks

[crythias]

Be human. If it's important, remind human agents to follow up, even if with boilerplate/template replies. (Do you need anything else? If no response, this will close in x days.) Set pending auto close and leave it be.

Don't spam your users daily. You'll at minimum be ignored, and possibly annoy your customers. If they don't want to respond to you, automated telling them that you're waiting for their response isn't necessarily going to help achieve the goal of getting the customer to respond.

Be human. Reach out to your customers and find out *why* they're not responding. If they don't care enough to respond, work to close the ticket anyway. If they get upset at that -- they probably won't, especially if you've had some communication on the ticket -- they can reopen the ticket. Coordinate a time to follow up and do that. If SLA is part of the problem, close the ticket within the SLA. Part of the SLA should be included customer response time to followup.

[palacietes]

ok thanks, i will think how to resolve it.

Regards