Automatic due date
Question:
I was wondering. If it would be possible to automatically set a due date of X amount of days after the ticket has been made automatically. And get an email notification about the ticket after that X amount of days. It would be a way for us to not let any ticket get unnoticed for more than X amount of days. And is it possible to get a notification on the due date of a ticket?
Answer
Yes, you can assign due dates automatically by setting up an automation rule. Also, you can set up a rule that will send a note to administrator if a ticket hasn't been update for some time.
This is just an example. You can also use "Automation rules" for more sophisticated automation logic, like assign higher priority, or move the support ticket to an "escalated" custom status etc.
I was wondering. If it would be possible to automatically set a due date of X amount of days after the ticket has been made automatically. And get an email notification about the ticket after that X amount of days. It would be a way for us to not let any ticket get unnoticed for more than X amount of days. And is it possible to get a notification on the due date of a ticket?
Answer
Yes, you can assign due dates automatically by setting up an automation rule. Also, you can set up a rule that will send a note to administrator if a ticket hasn't been update for some time.
This is just an example. You can also use "Automation rules" for more sophisticated automation logic, like assign higher priority, or move the support ticket to an "escalated" custom status etc.