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Question

Set up rule to send automated message and move ticket status

  • March 18, 2026
  • 1 reply
  • 15 views
nasha

Hi everyone,

I was wondering if anyone has set up a rule that automatically takes tickets that have been in a “Waiting” status for a certain period of time and sends an automated response like:

“Closing the loop here as we haven’t heard back from you. Please feel free to reach out if you have any additional information.”

Then moves the ticket to a resolved status.

Tried creating this ( see below) but for some reason when I test conversation for this rule, Front gives me a warning message saying “Condition isn’t supported for testing”. If anyone has any idea why this is happening, it’ll be super helpful!

Thanks!!

 

1 reply

camille_tolentino
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Hi Nasha, 
Thank you for reaching out! I'm Camille from the support team, and I'm happy to help 👋

Regarding the error message “Condition isn’t supported for testing” this typically appears when testing rules that include delays or certain unsupported conditions. In these cases, Front’s Test conversation tool may show this warning even if the rule itself is set up correctly.

As for the rule not being applied as expected, could you please reach out to support@frontapp.com with your rule details? This will allow us to take a closer look and investigate what might be happening.

If you have any additional questions, please don’t hesitate to reach out!

All the best,
Camille

 

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