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Trigger Support Notification after a certain amount of time has elapsed

DaddyBear shared this idea 2 years ago
Under Consideration

I would like to trigger a Support Notification (using the new Notifications system) after a ticket has been in a certain status (e.g. Open) for a certain amount of time.

This would work similar to the Support Ticket Escalations system, or indeed we could have the option to trigger a Notification based on an escalation there.

I could work around this by creating an escalation which changes the status/department/priority, then a Notification rule which sends a notification based on this change, but I don't want the client to see the status/department/priority has changed - it's more of a reminder about the ticket being missed and still requiring a response.

Thank you