Flag support tickets left waiting.

It is a Trig agent set up to tell you when a customer has waited too long for a support reply. Agents can be fully customized to work based on your own unique support signals, conditions, and situations. In this configuration, the agent checks the tickets on accounts you own every morning at 8:00 AM and alerts you when a customer has waited five days for a reply from your team. The agent adds the ticket’s priority, who is waiting, and the account’s renewal date and value.

Agents can be configured to read each ticket’s comments and who wrote them. In this template, a ticket is waiting on your team when it is open and the customer wrote the last public message, or nobody on your team has replied in public. Automatic acknowledgements and internal notes don’t count as replies. The wait runs from the customer’s last public message, in calendar days, weekends included.

In this template, the agent is configured to alert you on the morning a ticket reaches five days waiting, for the accounts that meet your targeting conditions. In a morning with no new ticket, it sends nothing and records that the check ran. Each alert gives the account, the ticket and its priority, who is waiting and their role, the days waiting and since when, who in support holds it, and the renewal date and value. Tickets already past five days are listed below it.

No. Trig never contacts customers directly without express approval, which is controlled at the code level. In this template, the agent reads tickets and CRM records, and changes no ticket status, priority, or CRM field. The alert goes only to the customer success manager who owns the account, and your team decides whether to step in.

Support tickets with each comment’s author, time, and whether it was public, and the CRM account with its owner, renewal date, and value. Contact roles from the CRM add useful additional context where available. In Trig, you choose which connected sources agents can read, and you approve whether each assignment may send messages or update records before it runs.

Yes. A template sets up the assignment: what to produce, which accounts it covers, when it runs, and which tools it can use. You review the plan before it runs, and you can edit its instructions, accounts, recipients, or timing at any time, or pause it.

A few clicks. Once the tools it reads from are connected to Trig, you can set up this template almost instantly, review its plan, and the agent starts work on your support tickets.