scitor.yaml recipe · Pro plan
Auto follow up when a customer goes quiet
A ticket that's "waiting on customer" shouldn't just sit there forever. Scitor's follow_up.auto sends a scheduled nudge, then eventually closes the ticket if there's still no reply — this is exactly what "office-hours auto-reply" turned out to actually be in the real product: a follow-up cadence, not a business-hours gate on the first reply.
What this does
After waiting_on_customer of silence, the first template goes out. If the agent hasn't replied for waiting_on_agent, that's a separate reminder aimed at your team, not the customer. Up to max_follow_ups customer nudges go out (using the second template after the first), and if auto_close_after passes with still no reply, the ticket closes with the final template. {{customer_name}} is available as a placeholder in any template.
What it does not do
Requires the Pro plan; disabled by default. It's not time-of-day aware — it doesn't check whether it's currently within business hours before sending. If you need that, the sla.business_hours block (see the SLA recipe) only affects how SLA timers count time, not when follow-ups are sent.
The config
Add this to .github/scitor.yaml.
# .github/scitor.yaml
follow_up:
auto:
enabled: true
waiting_on_customer: 3d
waiting_on_agent: 1d
max_follow_ups: 3
auto_close_after: 14d
templates:
first: "Hi, just checking in — were you able to resolve this?"
second: "Following up — if we don't hear back soon, we'll close this ticket."
final: "Closing this ticket due to inactivity. Feel free to reopen anytime!"Full reference: scitor.yaml — Follow-up configuration
Stop letting tickets go stale
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