Rerouting/reassigning support tickets if unanswered

[AJones32]

We need to be able to reroute/reassign a ticket if it has not been answered within a certain time frame to the next person and so on! Is this possible? i.e After 5 mins, if is has not been answered/ or the status has not been updated, assign to a new person ?

[RBozeman]

Hey @AJones32,

Karsten's solution is a perfect way to do this. Although without knowing your business, the 5-minute window might be a little quick during peak support times, but perhaps not. That's a great support response time 🙂

Also, it might get a little tricky if you are using multiple pipelines, as you'll have to duplicate the above workflow to work with each pipeline that it is relevant for. 

[AJones32]

Thank you! 😀

[karstenkoehler · Accepted solution]

Hi @AJones32,

Assuming that you have ticket automation enabled that automatically moves the ticket to "Waiting on customer" when an email..., this workflow would do the trick:

A ticket enrolls when created. After 5 minutes, there is a check whether the ticket is still in the first ticket status, in my case "New". It wouldn't be there anymore if it was answered yet (see ticket automation linked above). If unanswered, it gets rotated to someone else. If answered, nothing happens.

Best regards!