Some of our support groups don't handle a lot of tickets. As a result, they tend to get a bit lax in handling them.
From time to time, I see a ticket sitting there for a couple of days before they notice it.
I want to set up an alert to their supervisor when a ticket is assigned to their group without agent comment for lets say 24hours.
I've created an automation based on the "hours since ticket updated" greater then 24 hours.
The problem is: when the requester responds to the ticket asking when someone is going to handle his problem, the 'hours since tikcet updated' resets to zero.
Unfortunately, I cannot use the "hours since assigned" because the ticket is'nt assigned to an assignee, only a group.
Does anyone have some tips for me?
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