Customers automation · Runs every day
Draft replies to the oldest unanswered tickets.
Replies to customers waiting longest, ready for your approval. Run this automation in Fieldwork chat, or schedule it to email you a report when something needs attention.
Draft replies to the oldest unanswered tickets — Sep 17
Automation run • Sep 17
Draft replies to the oldest unanswered tickets
Output
Two open tickets have waited longest for Harbor & Pine’s reply: 72 hours and 48 hours. Both need a next step before a resolution can be confirmed.
Waits are measured from the latest unanswered customer message through September 17 at 9:02 AM, Portland time. The drafts follow the brief, friendly tone in earlier replies.
Wren Hollis, delayed shipment, 72 hours
History: Wren asked for an update on September 14 at 9:02 AM. An earlier reply confirmed shipment, but the ticket contains no confirmed delivery date.
Proposed reply: “Hi Wren, I’m sorry you’re still waiting. Our next step is to check the shipment status with our warehouse team. We’ll follow up once we have a confirmed update. Thank you for your patience.”
Kit Alder, damaged mug, 48 hours
History: Kit reported a damaged Basalt Enamel Mug on September 15 at 9:02 AM. No photo is attached.
Proposed reply: “Hi Kit, I’m sorry your mug arrived damaged. Could you reply with a photo of the damage and packaging? That will let us review the issue and confirm the next step.”
Both replies await Maya’s review. Nothing was sent, and no mailbox draft was saved.
Automation steps. The agent follows these 3 steps each time it runs, using your connected helpdesk.
- 1
Find the open support tickets that have waited longest for our reply.
- 2
Read each ticket's history and draft a reply in our usual tone with a resolution or a clear next step.
- 3
Draft everything for my review and don't send anything until I approve it.
Adjust the automation in Chat
Run this automation and tell the agent what to do differently. Ask it to schedule that version if you want the changes in future runs.
- Only include tickets waiting over 48 hours.
- Prioritize damaged items before shipping questions.
- Keep each proposed reply under 75 words.
Fieldwork emails the scheduled report. Each email links to the full run as a conversation in Fieldwork. The automation asks the agent to keep a log in your knowledge base and read it before each run to check what has changed.
Adjustable schedule
Choose how often it runs at setup, from hourly to monthly. Ask in Fieldwork chat for a custom schedule and timezone.
Only useful reports
When nothing needs attention, the run skips the email. When there are findings, you get a report with a link to the full conversation.
Drafts for your review
The report includes the full proposed messages for you to review and send. No mailbox draft is saved, and an automated run cannot send, post, or reply.
This automation reads your helpdesk. Connect Gorgias, Gladly, or Intercom to Fieldwork. The automation uses whichever you connect.
More automations for customers.
Questions about this automation.
- How do I set this up?
- Connect a helpdesk such as Gorgias, then activate the daily schedule. You can also run it in Fieldwork chat on demand.
- Where are the drafts, and can it send them?
- Full proposed replies appear in the report for your review, with no mailbox drafts saved. The automation cannot send, post, or reply.
- Can I change which tickets it checks?
- Ask in chat to change the waiting threshold, ticket priorities, or reply tone. Ask to schedule that adjusted version for future runs.
- How will I receive the report?
- Scheduled runs email the report with a link to the full conversation in Fieldwork. When nothing needs attention, no email or push notification is sent.
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