How to send automated reminder to customers on pending tickets in Zendesk

Go to selectivehardware.zendesk.com

1. Under "Objects and rules" Click "Add automation"

2. Click "Add Automation"

3. Name your Automation

4. Click here to select condition

5. Select "ticket status category"

6. Select "Is"

7. Select  "Pending"

8. Click Here

9. Click here

10. Select "Ticket Hours since status category pending"

11. Select the type of hours required

12. Add your required hours

13. Select action "Notification: Email user"

14. Add an email subject

15. Add Email body with required placeholders

16. Note placeholder: {{ticket.public_comments_formatted}} to refer clients to past public comments

17. Click "Create automation"