💡 Purpose
If a ticket hasn’t been solved in a while, we can send a reminder to your staff so they can resolve it promptly and effectively, until it is completed. These alerts are only delivered to Escalated Alert Recipients, and are a summary of all tickets that haven’t been solved in X minutes.
You can also create “tier 2” reminders to escalate things to a totally different set of alert
recipients if a case is getting very old.
📍 Navigation
To access ticket reminder settings, go to your Ticket Management Dashboard, select “More Actions” > “Reminder Settings”.
Additional Options
• You can customize the waiting period between reminders for both tiers.
• Select what types of tickets you want included in these reminders.
• Turn this feature on/off entirely.
Snooze
Sometimes a ticket can’t be solved right away, but you don’t want to keep receiving
reminders about it. In this case, you can “snooze” it for X number of hours. It will be
excluded from any reminders until that time period elapses.
In the ticket overview, simply click the MORE icon beside the Ticket ID, then select MUTE TICKET and click “Snooze”.
Need to put a ticket on hold until a specific date? Just click the MORE icon in the ticket overview and select SNOOZE TICKET. This way, you’re in control of exactly when it pops back up, rather than just picking a set number of hours.
You can view all your snoozed tickets in your Scheduled Tickets tab.
