Manager Visibility - Trigger Alert for tickets left open too long
I have been working with my agents to make sure they are reviewing/responding and closing out their open tickets but it has been a struggle. I don't have time to review everyone's tickets and want a way to have something either alert myself or another manager that this ticket has been left open after XX amount of days and needs action.
Ideally, it would notify via email that ticket 12345 has been open since XX date/days with no reply.
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Hi Kate Horner - this can be accomplished using Automations. You'll want to create conditions for X hours since the ticket was opened or updated depending on your workflow, along with any other conditions you want evaluated. Then add an action to Email User and select yourself from the user list.
I hope this helps!
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