Feb 17, 2021 4:03 PM
In the service hub we need the option to postpone a ticket for a customized set of time.
When a customer needs follow up, we need to be able to switch the status to "Postponed" and set a time for it to "re-open" so it pops up in our pipeline again alerting us that it is now time to give the ticket our attention. As it is right now there is no way to do that. We can create a workflow to put it in a Postponed colume in the Pipeline, but if there are 20+ tickets in there and some don't need any attention for a week and others need attention in 4 hours there is no way to know which is which. It would be very very inefficient to open all 20 every 4 hours to see which one needs attention now. That needs to be automated as an option directly on each ticket. LiveAgent has that feature so that may be a good place to go and see how they do it.
As it stands right now I will likely have to configure 5 Postponed columns in our Pipeline. one for "Postpone for 4 hours," Postpone for 24 hours" etc .... and then create an individual workflow for each directing the ticket back to open status after the alloted time. That is a LOT of configuring and finagling.
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Feb 18, 2021 8:14 AM
I currently only consult German companies, but I can give an overview of the building blocks of what you need. You can do this 🙂
First, you would create a custom date ticket property (explanation here). I'd suggest you name this property Postponed until. It's important that you select the the ticket object and the date type.
Once you have that property created, you would customize your ticket sidebar so that it shows this new property (explanation here). Now, on each ticket record your team would see the field for Postponed until.
Now, back in your ticket dashboard, you can create a filtered ticket specifically for postponed tickets (explanation here). This view would not include all tickets + the postponed tickets due today. It would only show the tickets due today. In your tickets dashboard, click More filters, find your Postponed until property and select "is today". You can now save this view and name it "Postponed tickets due today".
At the beginning of each day, your team would check this new saved view to check all postponed tickets, before switching to their regular view.
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