Question

How can I provide an estimated response time in a new ticket email notification?

  • 29 October 2021
  • 1 reply
  • 61 views

Userlevel 3
Badge +4

I am wanting to provide a requester an expectation for IT response without using a table. For instance if the {{ticket.priority}} is Urgent and the SLA Matrix defines that Urgent is First Response = 30 minutes, I want to be able to placeholder that in the new ticket email notification. How can I achieve this?

What I am doing today:

Dear {{ticket.requester.name}},

IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.impact}} 
of your ticket. You can expect an IT response by using the table below:

Priority

First Response

Urgent

30 minutes

High

2 business hours

Medium

4 business hours

Low

8 business hours

 

What I want to do:

Dear {{ticket.requester.name}},

IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.impact}} 
of your ticket. You can expect an IT response in {{ticket.firstresponsedue}}


1 reply

Userlevel 4
Badge +6

Hi @kcbates , we could try doing the following here:

  • Disable the ticket creation email notification
  • Create a custom field visible to agents to store response time.
  • Create a workflow when ticket is created → Check priority of the ticket → Based on priority add action to update the response time field to certain value → Send email to requester and you can use the response time placeholder in the body of the email

If you are on the Pro plan, instead of custom field you may also try using custom objects to store response time for each priority and use it in the workflow.

 

If the priority of the ticket is being set from your end then workflow should be triggered when priority is updated.

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