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Prioritizing unassigned tickets that have multiple updates/responses from end user
Posted Jan 13, 2023
We are looking for a way to create a rule where we can prioritize tickets that have received multiple updates/responses from the end user or customer but the ticket has not yet been assigned to an agent. This would be extremely helpful when we have a backlog of tickets so we are able to identify and respond to customers that may be frustrated that they haven't received a response.
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3 comments
Official
Barry Neary
Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the queue order
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Permanently deleted user
Hery @...,
If you do not have omnichannel, the following recipe has worked us when tackling the same issue:
Trigger # 3:
Once you set this up, you can create an SLA policy for these tickets, a dedicated View for them, etc.
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Rudolph
@... - Thank you for sharing this recipe! It gets me closer to what achieving what the OP is asking about. Some questions:
For trigger 2, shouldn't that be Ticket is Updated rather than Created?
Also, have you found a way to count the number of consecutive replies a user sends? For example, I want to treat tickets that have 2 consecutive replies from a user different than tickets that have 4.
Any thoughts or insight would be appreciated!
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