Our Agents share various ticket Views/Queues to pick off tickets and work them as time allows. We have 20 agents and 15 views/queue. Tickets are assigned to the various views by triggers. I need an automation or a Trigger to alert a certain group of manager agents or all agents when a ticket has sat in a view/queue unassigned for more than 24 hours. Is this possible? Could I generate a daily report to all Agents with the same conditions, any ticket unassigned for more than 24 hours.
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