I’ve had some issues with ticket set as Ongoing for extended periods, and currently, there’s no way to set up automatic notifications for them. Would it be possible to implement a feature that allows notifications for tickets in the 'Ongoing' status? This could either be an automatic notification triggered when a ticket is moved to 'Ongoing' or a reminder based on the timeline once the due date has passed. Either option would be helpful.
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Cody McKenzieposted
3 days ago
Yes, what Heather is saying is the same problem we have. We use due time notifications, but the moment the ticket is past the due date, there is no ability to have notifications. Having the ability to set a timeline that it sends reminder notifications after a due date would be nice. Something where you can set it to send a reminder every 2 days until the ticket is closed, or every week until the ticket is closed sort of thing. Having it adjustable would be the best way to go about it, as every company would have a different preference.
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HEATHER BURKSposted
3 days ago
Thank you Jordan for the reply. We utilize ticket due time notifications quite heavily but would like a specific notification regarding tickets with an "ongoing" response. Ideally, it would encompass all of the folders that we have configured in the system at once, and not have to set up this type of notification for each of our folders. Our situation is that locators will place a ticket with an ongoing status and then it seems that it gets forgotten. Hope this makes sense.
I’ve had some issues with ticket set as Ongoing for extended periods, and currently, there’s no way to set up automatic notifications for them. Would it be possible to implement a feature that allows notifications for tickets in the 'Ongoing' status? This could either be an automatic notification triggered when a ticket is moved to 'Ongoing' or a reminder based on the timeline once the due date has passed. Either option would be helpful.
0 Votes
4 Comments
Cody McKenzie posted 3 days ago
Yes, what Heather is saying is the same problem we have. We use due time notifications, but the moment the ticket is past the due date, there is no ability to have notifications. Having the ability to set a timeline that it sends reminder notifications after a due date would be nice. Something where you can set it to send a reminder every 2 days until the ticket is closed, or every week until the ticket is closed sort of thing. Having it adjustable would be the best way to go about it, as every company would have a different preference.
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HEATHER BURKS posted 3 days ago
Thank you Jordan for the reply. We utilize ticket due time notifications quite heavily but would like a specific notification regarding tickets with an "ongoing" response. Ideally, it would encompass all of the folders that we have configured in the system at once, and not have to set up this type of notification for each of our folders. Our situation is that locators will place a ticket with an ongoing status and then it seems that it gets forgotten. Hope this makes sense.
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Jordan Marciniak posted 3 days ago Admin
Irth might have an existing solution to this, have either of you looked at setting up the "Ticket Due Time Notifications" under "Ticket Notifications?" Let us know if this is still not a full resolution to your request! https://irthsolutions.freshdesk.com/support/solutions/articles/35000261112-ticket-due-notifications
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HEATHER BURKS posted 7 days ago
We have this issue as well. I would love to be able to create a notification for this.
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