1st response escalation script

Does anyone happen to have a script that achieves the following:

Notify OWNER of a ticket if the ticket goes beyond X minutes/hours without a FIRST response?  I know escalation can do this but will include ticket that have been responded to.


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Answers (1)

Posted by: Hobbsy 2 months ago
Red Belt

Can you define what you mean as a “response”? 

  • Sorry that was not a good description. First comment made by an owner. We have owners taking tickets and then not even sending a hey, Im working on this asap comment.. We need to nudge them. - barchetta 2 months ago
    • Yeah you could do that but you will need to have a counter to measure how long it has been since the ticket was logged or something similar - Hobbsy 2 months ago

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