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osama naqi
how to build process builder for the below scenario.
Hi Everyone, here my scenario.
If a ticket has been in the 'waiting on client' status for 24 business hours, then mark the ticket as 'closed' & send the client an automated message stating that we are closing the ticket
See attached for the automated message
If a ticket has been in the 'closed' status for less than 10 business days and the client responds to the ticket, then mark the ticket as 'open' in the rep's queue
If a ticket has been in the 'closed' status for more than 10 business days and the client responds to the ticket, then create a new ticket
If a ticket has been in the 'waiting on client' status for 24 business hours, then mark the ticket as 'closed' & send the client an automated message stating that we are closing the ticket
See attached for the automated message
If a ticket has been in the 'closed' status for less than 10 business days and the client responds to the ticket, then mark the ticket as 'open' in the rep's queue
If a ticket has been in the 'closed' status for more than 10 business days and the client responds to the ticket, then create a new ticket
I think you can go with Time-Dependent Workflow Action Instead of doing Process Builder.
Thanks,
SEKAR RAJ