[Ticket view] Able to escalate tickets based on the amount of internal notes

Hey João Pedro Ougano•

Thank you so much for using the Community to bring up this product feedback. Presently there aren't options to automatically increase a ticket priority based on how many internal comments are within it, but this feedback on how to optimize workflows is great. 

Hold the phone, this is totally achievable. We have done a similar thing for # outbound messages. Our solution uses tags but you could use a dropdown in order to show it in a view.

João Pedro Ougano• I recognize this is from months ago but if you still need a solution:

1. Create a dropdown called # of internal comments. Insert as many values as you need (e.g. 0,1,2,3,4,5 with default value 0)

2. Create a series of triggers to increment the dropdown field each time an internal comment is added.

If internal comment is added and dropdown is 0, set dropdown to 1

If internal comment is added and dropdown is 1, set dropdown to 2

etc.

3. Create your trigger to escalate if dropdown is 5.