ticket statuses
Is there a way to tie in a automated reminder after a custom status is set in a ticket
example, we send out calendar links with a set staus and we need it to remind us a week later
Asked by James Richard
on Tue 12/12/23 11:38 AM
Sign In to leave feedback or contribute an answer
Answer (1)
This answer has been marked as the accepted answer
Mark Sayers
Tue 12/12/23 11:43 AM
Hi James,
Is this automated reminder for your internal team, or for specific folks that are just on the ticket directly?
Because you could use a ticket report that looks for tickets in that status and deliver it to your email(s) each week to ensure those tickets are getting reviewed for reminders consistently.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
No feedback
this is for the internal team, but when we change the status, is there a way to ping the prim responsibility after a week to check the ticket?
- James Richard
Tue 12/12/23 11:49 AM
Not in a way that is built into the system automatically. You could create a workflow though that sets that status and then has a timer step to wait a week then a Notification step to notify the ticket's responsible once that timer step ends.
- Mark Sayers
Tue 12/12/23 11:52 AM
Maybe, but the SLA isn't super dynamic. It just has a timer and executes escalation steps based on when the SLA was applied to the ticket. Also, it doesn't let you dynamically add custom users from the ticket to be notified. It's only for TDNext + ticket app users.
- Mark Sayers
Tue 12/12/23 12:02 PM