Hi,
Is there a way to postpone a ticket? There is only 2 of us and we view all tickets, we do not assign anyone to them but we do have tickets that do not need any action for a week, a day, or even just a few hours. With other ticket systems we could postpone something, so the ticket would be a different colour so we would know to ignore it, then at the given time it would act like it was new again, sending a prompt to deal with it.
Can we do anything like this can anyone advise?
Hi.
You could create a custom ticket status with no SLA, and create a custom date field where you could set, either manually or either via an automation a “Date for action”.
Then, using a Scheduled Workflow Automator, you could be checking that custom field with today’s date. When the date matches, you could set the ticket to Open or any other status, reply, etc.
Hope this helps.
Best,
Hi.
You could create a custom ticket status with no SLA, and create a custom date field where you could set, either manually or either via an automation a “Date for action”.
Then, using a Scheduled Workflow Automator, you could be checking that custom field with today’s date. When the date matches, you could set the ticket to Open or any other status, reply, etc.
Hope this helps.
Best,
Hi, thank you for your answer, its a bit more user intensive than Id like haha but at least maybe a work around! Was hoping for a hidden button that I didnt know about lol
Hi.
You could create a custom ticket status with no SLA, and create a custom date field where you could set, either manually or either via an automation a “Date for action”.
Then, using a Scheduled Workflow Automator, you could be checking that custom field with today’s date. When the date matches, you could set the ticket to Open or any other status, reply, etc.
Hope this helps.
Best,
Hi, thank you for your answer, its a bit more user intensive than Id like haha but at least maybe a work around! Was hoping for a hidden button that I didnt know about lol
Hi.
The only user dependent action is to set the status and clicking on Update ticket.
If you're on the ticket list view you may actually set the status without needing any additional click.
You could also create a Scenario for that and click on Scenario and call your defined one.
But, if looking for a button, you would need to develop an app.
Regards,
Hello folks,
Truly appreciate you sharing your insights on
Like the suggestion provided, you can set up a custom ticket status where the SLA timer does not run and set the same on incoming tickets either via automation or agent action. Additionally add a custom date field to schedule when you would like to start handling the tickets. Please find a sample screenshot of the ticket creation automation rule (Admin > Automations > Ticket creation) for your reference:
Similarly, you can set up time triggers automation rule (Admin > Automations > Time triggers) to automatically reopen such custom status associated tickets after a specific period of time. Sample screenshot below for reference:
Feel free to reach back to us for any further queries and we would be happy to help.
Cheers,
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