1st response escalation script
Does anyone happen to have a script that achieves the following:
Notify OWNER of a ticket if the ticket goes beyond X minutes/hours without a FIRST response? I know escalation can do this but will include ticket that have been responded to.
thanks.
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Posted by:
Hobbsy
2 years ago
Can you define what you mean as a “response”?
Comments:
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Sorry that was not a good description. First comment made by an owner. We have owners taking tickets and then not even sending a hey, Im working on this asap comment.. We need to nudge them. - barchetta 2 years ago
