I’ve configured a workflow to trigger if a customer is waiting for more than 3 days (see attached). In that case it should mark the conversation and notify all users. However, sometimes a customer replies and no follow up is required. We then close the conversation. Unfortunately this workflow is triggered for these closed conversations too. It is not supposed to do that, right? It should only do so for conversations which are open and actually need a reply.
Apart from that I’d prefer it to notify the person assigned to the conversation only. But that would be a feature, not a bug.