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How to set a reminder for a ticket

An agent can set an email reminder for themselves (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 a specific date for 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. This is useful for enforcing the timetable of the ticket's response.
  • Set status to: the status that will be assigned to the ticket upon triggering a reminder.
  • Set priority to: the priority that will be assigned to the ticket upon triggering a reminder.
  • Set owner to: a staff member who will be assigned to a ticket upon triggering a reminder.

The last three 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 ability to assign statuses and priorities allows you to draw staff's attention to such tickets.