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Zendesk Support Forwarding unworked tickets
Publicado 19 de jan. de 2021
I'm trying to create an automation that will automatically forward an idle ticket to a contractor. The problem is that I am currently the only agent, so tickets are automatically assigned to me. This prevents me from determining which tickets haven't been touched and which have based on assignment. I think I might be able to configure this with an SLA, but are there other options? I've got the notification target and everything else set up, I just can't determine which tickets have not been worked within the specified time frame.
Essentially, I'd like to have an automation that will take any new ticket that has not been worked and forward the details to an outside contractor. Help?
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2 comentários
Andrew J
Have a look at an automation using the conditions, no. of agent replies = 0, and time since ticket created (business hours or calendar)
Hopefully this helps.
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Jefferson Black
Andrew, that would work perfectly, but I don't see that condition. Do I need to do anything special to enable it?
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