I suggest you ...

Ticket reminders / notification for Stale tickets

I'm trying to solve an issue we have with some tickets getting stale.

It would be nice to have some automated message or email sent to the Tech to remind them they have a ticket that hasn't been touched in a certain amount of time (ideally for ticket that are "waiting on customer, or "in progress" for too long).

It would be nice if we had an option to set a reminder on a ticket. similar to how its done with contracts. (ex. if you are waiting on customer, maybe you'll set a remind to check it in a few days).

Right now if a ticket stays "in progress" or "waiting on customer", it can easily get lost in the shuffle.

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  • Nick commented  ·   ·  Flag as inappropriate

    To add to my previous comment. I noticed that it seems to send out these messages every hour? Is there any way to set the frequency that this runs? (maybe once a day or once a week?)

    thanks!

  • Nick commented  ·   ·  Flag as inappropriate

    Thanks Troy! This looks very promising!

    One question, I set up 2 automations to send out a reminder email if a ticket is untouched for 7 days, and is in "waiting for pickup" or "waiting on customer" status.

    When the email sends out, it only shows the custom message I've written, but doesn't have a link to the ticket its referring to. So basically, you know you have a ticket you need to look at, but it doesn't tell you which one.

    Is there any way to have these automated emails include a link to the ticket its referring to?

    I clicked on the FAQ button, but it just bring me to an error page, so I'm assuming the FAQ isn't up yet.

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