I'd like to receive an email notification if a ticket has not had an assignee's update in a certain amount of hours. How do I configure this?
Any admin can configure an automation to generate a notification based on time since last update.
- Navigate to Admin icon () > Business Rules > Automations.
- Select Add automation.
- In your Meet all of the following conditions section, add at least the following:
- Ticket: Hours since assignee update is
- Ticket: Status is open.
- Notifications: Email user
<assignee>. You may choose to notify someone other than the assignee; in this case, replace assignee with the agent you would like to be notified.