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[Ticket view] Able to escalate tickets based on the amount of internal notes
Publication le 08 juin 2021
I need to escalate some tickets based on how many internal notes a ticket has. I need this information listed in a column within the view. This information would help with prioritization based on customer recurrence.
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2 commentaire
Kolten Kittleson
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.
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Stephen Belleau
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.
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