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How to send a reminder email to requesters who have not opened the email

You can do this by setting up automation. Go to Admin Center > Objects and rules > Business Rules > Automations. Click Add automation.

Give your automation a descriptive name and set ALL conditions to:

Ticket: Seen > Is > Unseen

Ticket: Hours since pending > (business) Is greater than > 12.

Ticket: Hours since requester update > (business) Is greater than > 12.

Set ANY conditions to:

Ticket: Status > Is > Pending.

Ticket: Status > Is > Open.

Check if these conditions work for you by clicking Preview match for the conditions above:

How to set up automatic reminders for unseen tickets

Then, in Perform these actions set Notifications: Email user > (requester). Complete the rest of the form and click Create automation.

How to set up automatic reminders for unseen tickets

Once the conditions are met, the automation will execute the actions you had set.

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