I would like the ability that, if a ticket has been opened, but has not been assigned to a tech, after two business hours, it should email whomever.
Right now the way we have it setup is this...
Client emails a ticket in
Since we are on the group inbox, my team receives a copy of that email
The WHD reads the inbox of the account associated and opens a ticket
WHD then sends a email to everyone stating the ticket is opened, this is the ticket #, etc
What I would like to have happen is, that two business hours after a ticket is opened, if no one assigns it to a tech, it should email everyone again, stating this ticket is in the queue being unattended, please assign it asap, blah blah blah.
I spoke with support and said you can , as a work around, do it via alerts, which will email the grp mgr only, then the grp mgr can have a outlook rule in place to auto forward those emails to everyone.
However, we want to use WHD fully, not setting up multiple rules for multiple products to work together.
Hope to see a way to do this soon!
Thank you!
