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Manager Visibility - Trigger Alert for tickets left open too long

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Kate Horner

Gepostet 08. Feb. 2023

I have been working with my agents to make sure they are reviewing/responding and closing out their open tickets but it has been a struggle. I don't have time to review everyone's tickets and want a way to have something either alert myself or another manager that this ticket has been left open after XX amount of days and needs action. 

Ideally, it would notify via email that ticket 12345 has been open since XX date/days with no reply. 

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    Bailey Whitaker-Lea

    Zendesk Product Manager

    Hi Kate Horner - this can be accomplished using Automations. You'll want to create conditions for X hours since the ticket was opened or updated depending on your workflow, along with any other conditions you want evaluated. Then add an action to Email User and select yourself from the user list. 

    I hope this helps! 

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    Stephanie Price

    How do I do that so that it notifies a Slack Channel? At the moment, it only allows triggers and I need an automation. Can you allow for more options within triggers that include how long a ticket has been at new status? 

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    Shawna James

    Community Product Feedback Specialist

    Hey Stephanie, thank you for your feedback this has been logged by our PM team for review. If you haven't already, I would suggest reaching out to Zendesk support to see if this is a feature/workaround already available. If you have already contacted them and ended up here, we will note your feedback for a reply as soon as we are able. Thanks so much!

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