Reminders

Tickets rarely get lost on purpose. They get stuck: waiting on a vendor, a quote, a signature. Reminders notice for you.

Add a reminder

In the editor's Automations step, find the step and click + Add reminder under Nudges. Then set:

• Remind: who gets it: the owner, the requester, watchers or the ticket's location.
• Days in step before the reminder: like 3. The clock starts when the ticket arrives in the step.
• Repeat every (days): optional. Keep nudging every few days until the ticket moves on (up to 10 times).
• Subject and message, with merge fields.

Ideas

• Waiting for approval for 2 days → remind the approver, every 2 days.
• Waiting on customer for 5 days → a friendly "still need this?" to the requester.
• Vendor scheduled for 7 days → ask the store's shared inbox if the work got done.

Reminders check every hour and stop as soon as the ticket moves to another step. Each reminder is noted in the ticket's history.

For reminders tied to a ticket's due date instead ("2 days before it's due"), see Due-date reminders.