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 > 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 <X> hours.
- 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.
Note: If you want to use a greater than or less than condition for your hours since update condition, please ensure you configure your automation to only fire once. You can learn how to do this on the Ensuring automations only fire once topic on our article About automations and how they work.