Send auto reminder to staff on open tickets
I would like to know if it is possible to Auto notify staff/addmin for out standing tickets.
i.e instead of closing the ticket email a reminder to the staff that the ticket has been open for a while.
Available in HESK Cloud Plus
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Anonymous commented
if this was married with an SLA timer, then it would simply send an auto reminder that the SLA has been breached, this would be sufficient, especially if SLA breach notifications goes to management as well
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Christine commented
This could be combined with the due date idea. Admin could decide the default due date setting but staff could alter it based on their schedule and if no movement in db by due date then the reminder email goes out. Like Split says, sometimes no and again no email is received due to some gremlin or other.
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Christine commented
This could be combined with the due date idea. Admin could decide the default due date setting but staff could alter it based on their schedule and if no movement in db by due date then the reminder email goes out. Like Split says, sometimes no and again no email is received due to some gremlin or other.
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or1gb1u3 commented
Hire a coder to write a small script that when run pulls open tickets "x time open" and e-mail whoever with the results. takes about 48 hrs or less with testing depending on features.
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split commented
Once in a while an email alert that a ticket has been posted fails to be sent. In this case, it would be valuable to automatically generate another email for each 24 hours (configurable) that the ticket is not viewed.
Beyond that, most my tickets remain open as when you reply to a customer and they are satisfied, they don't reply back. -
southernmoney commented
We have around 5 000 tickets open at any given time. The problem is that once a ticket is replied to by my staff it is impossible to follow up on it unless we print it and file it to a future date or set a reminder in outlook. None is a viable option. This is a serious need. I suggest that one must have an option like "Assign To" to set a reminder. On the set date the Ticket should show up in red with whatever wording, even if "Replied by Staff" in red is fine. This is a serious need to do marketing followups.
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Hasan Duran commented
absolutely
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Christine commented
Maybe setup reminder options like Gmail Calendar has. Set it for Global and also allow the user to set their own additional reminders.