Anette Wold Ylenstrand

Thanks for your reply Brandon!

However I can't find any solution that allows me to keep the status as "new" after assigning it to another agent. But it might still work with setting Ticket:status is Open, if I also set a condition for "hours since updated" one hour less than "hours since assigned" 🤔 Not completely waterproof though as it does not take in to considderation that the ticket might get updated the time betwen "hours since assigned" and "hours since updated"

 

 

I would like to set an automation or trigger for a notification/reminder to the assigned agent which should be fired 24 hours after OR the morning after the ticket was assigned. IF the agent has not yet updated the ticket. After the trigger or automation has been fired once I do not want it to fire again after an addditional 24 hours. 

I have been testing some variations of this but not quite figured out a good way to do this. Would be thankful for any tips or help!