Hi,
I made a couple of status for ticket pipelines and want to set workflow to automatically move the ticket to the next (or another) status when the ticket stays specific period, let’s say 7days.
We do not care if there were any activities, note and etc. durting that 7 days. The only thing we see is whether the ticket stays in the same stage for 7 days. (so, last activity date and etc. do not need to be concerned.)
Is there any solution for this?
Hi @YunusChoi,
Yes, this workflow could look like this:
Depending on what exactly you want to achieve, there are nuances to this. For example, tickets can bounce back and forth between “waiting on us” and “waiting on contact”. This workflow would simply do a spotcheck 7 days after, regardless of whether that ticket has been in that status for 7 days or simply arrived back at it.
If you want to count the 7 days without interruptions, you would have to create a ticket date property and use a ticket-based workflow that stamps this date property whenever a contact enters the stage, e.g. “Ticket entered waiting on contact date”. This workflow would have to re-enroll tickets whenever they re-enter the stage.
You would then create a second workflow that enrolls ticket when “Ticket entered waiting on contact date” is more than 7 days ago. That way, the process would always reset when a ticket changes stages during those 7 days.
Let me know if you have any follow-up questions!
Wow! Such a quick/clear/brilliant soltion!
The issue is resolved now!
Thanks.
