How to handle longer escalated tickets?

1 Comments

  • Andrew J
    Community Moderator

    To keep a user updated, you have two options that I can think of, update the ticket manually every x number of days, or update automatically. If you link issue and incident tickets, you can bulk update multiple ticket easily.
    You could set a due date and put tickets on hold for a set period of time then have them reopen for an update.
    In the end, it is up to you to decide what workflow you want.
    Do any of these thoughts help?

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