Alert a group of agents about unassigned tickets

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  • Brandon Tidd
    Community Moderator

    Hey Clare Mitchell -

    The automation should be fairly straight forward.  In this case, you're looking for tickets that are

    1) Less than solved

    2) Unassigned

    3) Created More Than 24 Hours Ago:

    The action would be to Notify an agent or group with the Ticket #. 

    You'll need to add a nullifying tag to ensure the automation doesn't run every hour forever.

    It should look something like this:

    Using similar criteria, you should be able to create a query in Explore that returns all the Ticket IDs wherein assignee is - and ticket created was greater than 1 day ago.  Hope this helps!


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