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I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:

  • Days Stale > 1
  • Status = Submitted

After that I’m not sure as I only want the message sent to the Agent and not the Requestor.

Hey There ​@OVichaikul 640c7de trfschools , 

 

So, after you have set those triggers, you can use them to send an email alert to the assigned agent, as seen in the screenshot below.

 

I saw that option but is the “User” in this case also the “Requester”. Just didn’t want them to also get the email. And if I set the number of stale days greater than one, how often would it fire off and email?

Thanks!

​@OVichaikul 640c7de trfschools So the user would be whoever you have selected. In this case, the assigned agent is checked, so that’s who would get the notification. As far as the number of times it would fire, it would be whenever it eclipses the number of days set 

Got it. So I’d have to create a separate rule for each number of days that it stay in “Submitted” staus.

​@OVichaikul 640c7de trfschools Correct!

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