Hello,
In our system, agents can work only with assigned tickets. They can't re-assign tickets to another agent. We need to know how to list tickets where customer waits for agents reply more than 3 days or 5 days? Or the possibility of sorting open tickets where a certain agent doesn't reply within 3 or 5 days.
Thank you
Cheers!
Hi Axel! You could create a Ticket View based on the "Hours since open" condition and then have it look for tickets that have been in the Open status for more than 3 days, based on either business or calendar hours.
Do you think that could work for your specific use case?
Hi Chandra,
Thank you for your help 😉 This is exactly what I was looking for. I missed that condition in Views somehow.
Cheers!
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