Several agents were missing a function to put a ticket on hold and have it pop back to the queue on a specific day.
When browsing the community I found a lot of solutions based on having a lot of tags for putting a ticket on hold for 2 hours, 4 hours, 8 hours..., but that wasn't what I wanted and after some testing, the solution turned out to be simple.
This is how I implemented it:
- Added a custom date filed to the ticket form. Called it "On hold until" and made it visible to agents only.
- Added an automation firing on ticket on-hold when the date filed On-hold until is within the previous 1 days. (0 days doesn't work.)
The automation puts the ticket back to status "open" and also sends a notification to the assignee.
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