Hi All,
I've been looking for a way to notify supervisors when a ticket being handled by their team reaches certain criteria where we might want to consider escalating the case.
The issue is our teams are in mixed groups, so I can't use 'if group1 then notify supervisor1'. I was hoping to use assignee timezone, but automations/triggers can't make use of it. User fields are only valid if the agent manually creates a ticket.
I could set up triggers to create tags (team1, team2, etc.) based on assignee names, but that would be a lot of work to maintain. If anyone has a suggestion for this scenario or another solution they implemented in their environment, I'd really appreciate hearing it.
Thanks!
James
I'm thinking that creating a custom dropdown field that will identify the assignee to a specific team can work.