Inbox automations can send a follow-up when a ticket has been waiting in Pending — so conversations do not get forgotten.
When to use it
You asked the member for more information and they have not replied.
You want a polite bump after 24 or 48 hours.
You want fewer dropped tickets without checking the inbox constantly.
Essentials vs Pro
Essentials includes 1 active inbox automation.
Pro unlocks fuller inbox automation rules, including status-changing rules.
Why this matters
Pending follow-ups keep support professional even when you are busy selling or creating.