We are team of small groups (10 support members) and usually tickets are picked within a reasonable time.

Yet, occasionally, tickets are left unpicked and I have set the ServiceDesk Plus to send notification to the group, but this does not guarantee the ticket pickup.

So, instead of the notification mail, I would like the SDP to assign a technician automatically when a ticket left unpicked for a certain time.

Let me know if this is already available.

Thank you.