automation: alert group when ticket is too long without update



  • Shawn Oudavanh
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    I'm thinking there might be a couple ways to approach this. You can either use the hours since last SLA breach (which you would need to have SLAs setup for Pausable Update) or if you have a generic Support Agent that is assigned to the groups you want to track, you could use the hours since assignee update clause.

  • Bart Brosens
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    Thanks for the tips Shawn!

    We don't work with SLA at the moment ,  IBut I'll look into that.

    However, I prefer not using a generic support agent.



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