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
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!
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 nPending 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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