Unpicked ticket notifications.
Hello everyone. We were wondering how you all deal with this.
I have manage engine set up so that when a requestor emails my support desk it auto creates a ticket. It seems my techs are sometimes letting these tickets sit longer than I would like before assigning them on to another group or taking ownership themselves.
What we would like to do is have some sort of email notification set up so that if a ticket sits for too long then we all get an email that we have a ticket(s) that need to be grabbed.
How are you guys all dealing with this?
Thank you
I have manage engine set up so that when a requestor emails my support desk it auto creates a ticket. It seems my techs are sometimes letting these tickets sit longer than I would like before assigning them on to another group or taking ownership themselves.
What we would like to do is have some sort of email notification set up so that if a ticket sits for too long then we all get an email that we have a ticket(s) that need to be grabbed.
How are you guys all dealing with this?
Thank you