We are using a custom ticket date field called ‘Pending Date’ for tickets that require future dated action, however, I am trying to create a way of creating an alert when we near this ‘pending date’.
Can anyone provide any guidance on how this can be achieved?
TIA
+14
Hello
Once this is in place then you can time delay your automations.
A more complex solution would be to create a custom application that runs in the ticket background, uses the freshservice API to get the ticket details, looks at your custom field and runs a conditional based on that date. If it meets the time frame you are looking for it can send a “Toast Notification” (Banner) to the agent containing your alert.
We use something like this to raises awareness to our Agents that a certain department is a VIP.
Hope this helps!
+10
Hi
Actually the Supervisor rule might be a better option with a custom date field - the Supervisor runs every hour and it can do date calcs -
Set the conditions as [Pending Date - 10 days] and tags != “reminder email sent”
Set the actions as send email to assigned agent or anyone really, set tags = “reminder email sent”
HTH
Bryn
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