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How to set a reminder for ticket

An agent can set an email reminder for him or herself (or other agents) and customers - if a ticket is not answered for a long time, the action will be executed along with the reminder.

To establish such a reminder, pick up a ticket, and proceed to the Follow up tab. There, you will find the following properties which allow you to set up reminders easily:

  • Period: units of time, in which the reminder period is measured. Can be:
    • In minutes;
    • In hours;
    • In days;
    • In weeks;
    • In months;
    • Custom - allows you to set specific date when it should be executed.
  • Period value: quantity of the units of time, defined above.
  • Send reminder: also sends a reminder email to a specified email. It is useful in enforcing the timetable of the ticket's response.
  • Set status to: status, which will be assigned to the ticket upon triggering a reminder.
  • Set priority to: priority, which will be assigned to the ticket upon triggering a reminder.
  • Set owner to: a staff member will be assigned to a ticket upon triggering a reminder.

Three last properties are extremely useful in building an effective policy for managing tickets. For example, using Follow up reminders, you can automatically pass long and unfinished tickets on to an expert. The possibility of assigning statuses and priorities allows you to bring the staff's attention to such tickets.