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Topics started by Jennifer.H

2 Topics

J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

Hi,So my GoogleFu is failing me on this one so I’m hoping the power of the hive mind can help. :)So background:  We currently text the whole team when an urgent ticket is raised as if it’s urgent (using Orch and Twilio), then it could be costing the company money.  However recently people have been raising urgent tickets when they are, well, less than urgent.  This means the people working in other timezones are getting texts when they don’t need to.I was looking at expanding the workflow so that it sends to people in te right timezone in the first instance, then making up a second rule that if the ticket stays unassigned for over 15 minutes, then to text everyone.I can see that the expression builder has a “now” function, but I can’t get my head around how to make this work (assuming it can be made to work).My thought is I want to do something like this (I’m psudocoding it here):If CurrentTime >= 05:00 and CurrentTime <= 17:00 then text person A & BThen second conditionIf Cu

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Freshservice – London User Network

Looking to send a ticket "digest" to the agents

Hi,I’ve done a search, but my GoogleFu is failing me on this one.I’d like to send a “This is on the docet for today” list to the agents.  This may be once a day or once a week.It would consist of a list of all the tickets, what status they are in and who it’s assigned to.I’m wonderig if anyone has a solution to do this or if it’s even possible?

5
Russell Ho-Aitken
Contributor
1 year ago

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