Reminders & automatic messages
Set a reminder on a ticket, park it in On Hold, and let Chatasist keep the customer informed and close tickets they have gone quiet on.
Some tickets can't be answered straight away: you are waiting for the warehouse, a partner, or a document from the customer. Reminders keep those tickets out of the way until it is time to look again, and two automatic messages keep the customer informed in the meantime.
Reminders#
Open the ticket
Open any ticket on a board. The Reminders section is under the ticket's details.
Set the time
Click Add reminder, pick a time (In 1 hour, Tomorrow 9:00, In 3 days, or any date and time), add a note for yourself if you want ("Call the warehouse"), and click Set reminder. You can set several reminders on one ticket.
The ticket moves to On Hold
The ticket goes to the board's On Hold column and the card shows when the reminder is due.
When the reminder is due:
- the ticket goes back to In Progress (the column just before On Hold), at the top, so it is the first thing the team sees;
- whoever set the reminder gets a pop-up in Chatasist with the ticket and the note, and a Open ticket button. If they weren't signed in at that moment, the pop-up is waiting for them next time they open Chatasist. The pop-up stays until they dismiss it.
Only the person who set a reminder gets its pop-up. Everyone on the board sees the reminders on the ticket. You can delete your own reminders; board members who can edit tickets can delete anyone's.
If someone moves the ticket out of On Hold by hand before the reminder is due — to Done, for example — the ticket stays where they put it. The pop-up still appears.
When the customer writes again#
When a customer writes again in the conversation a ticket was opened from, their message is added to the ticket, so your team sees it without opening the inbox. If the ticket was in On Hold, it goes back to In Progress at the top.
A customer replying to a ticket email is added to the ticket the same way.
Status message after 24 hours#
If nobody on your team has replied to a ticket 24 hours after it was opened, or after the customer last wrote on it, the customer gets one short message saying the request is being looked into. It appears on the customer's ticket page and is emailed to them, in their language. It is sent once each time the customer is left waiting; the ticket stays open.
Closing a ticket the customer went quiet on#
When your team has replied on a ticket and the customer doesn't write back within 30 minutes — not on the ticket, not in the chat — the ticket is closed and the customer gets a short note: it was closed because there was no reply, and writing again reopens it.
If the customer then writes again, in the chat or by email, the ticket reopens and goes back to In Progress at the top. A ticket your team closed by hand stays closed.
Tickets in On Hold, or with a reminder still to come, are never closed this way.
Turn them off or change the wording#
Go to Settings → Ticket → Notifications, to the Automatic messages card. Change what you need and click Save. For each message you can:
- turn it on or off;
- change the timing (hours for the status message, minutes for closing);
- write your own text. Leave it empty to use the standard text, which is sent in the customer's language.
These automations only act on what happens after they were introduced (October 2026). Tickets that were already waiting at that point were not messaged or closed.