Notifications for stagnant tickets

[Augustus]

Is there a way to send notifications to ticket owner and other designated users when a ticket has been stuck in a stage for longer than a certain amount of time?

[ScottPennwood · Accepted solution]

Good evening @Augustus, this should work for you!

• Enrol the ticket in the workflow using whatever stage you want as the trigger. I've chosen "Waiting on us" for this example
• Add a delay. I think a customer waiting for 24 hours or more for a response probably isn't ideal!
• Send an internal notification email (or whatever followup action you want) as the action
• Set the unenrolment trigger to be the other ticket statuses. So the workflow won't send any notifications if the ticket moves out of the stage before the end of the delay.