Hi,
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Can it be possible to create a Trigger – such that when a New ticket is created and has not been assigned to an agent within 15 minutes of being raised – send an email alert to manager saying (Ticket unassigned).
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Can we set up a 2 hour SLA from the time the ticket was created, to send the first reminder alert at 1hr after ticket created and then the second alert at 2 hours ( to say ticket not achieved 2 hour SLA).
Can this include the ticket number and Agent assigned to?, can both alerts go to the agent that it is assigned to and to the manager?.
Many Thanks
Ndy.