automation: alert group when ticket is too long without update

Answered

2 Comments

  • Shawn Oudavanh
    Comment actions Permalink

    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.

    0
  • Bart Brosens
    Comment actions Permalink

    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.

     

    0

Please sign in to leave a comment.

Powered by Zendesk