Hi All,
Idle tickets are tickets that have not been updated at all, for example: no comment, no edit, or no change in workflow for a certain period.
In Ticketing App, you can reassign tickets that have been idle for too long. You can either read the highlights below or watch this video for more detail explanation.
How to configure idle ticket notification in Ticketing
Go to the setting area and click on idle ticket in alert and notification tab
We want to assign all tickets to Christie when tickets have been idle for 3 days
We also want Christie to be notified so we enable the notification
Reassign an Idle Ticket automatically
After 3 days, since ticket has not been updated, ticket is automatically assigned to Christie
Notification on Idle Ticket
Christie gets a notification of the idle ticket
Hope you enjoy this post about idle ticket notification
Have a great day!
Marc
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