How to Automatically Reassign a Ticket with No Response Using a Time Trigger
If an assigned agent doesn’t respond to a support ticket within a specified period of time n (hour), you can use automation rules to reassign the ticket to another agent or group to ensure timely resolution.
This ensures that no ticket is left unattended to for so long, helping support team maintain fast response times and deliver a better customer experience.
- For this rule to run effectively, you need to set business hours as calendar hours unless you have a specified business hours workflow in which you want this rule to be applied.
- While updating the ticket, the agent must not leave the ticket status as open.
- The ticket must have been assigned to an agent.
- The minimum time required for this rule to be triggered is one hour.
- We currently do not have an option to change the assignee of the ticket automatically in less than one hour.
To set up a time trigger rule that automatically reassigns tickets, follow these steps:
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Go to Admin >> Ticket Automation >> Time Trigger.
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Click Add Rule, provide rule name, description and business hour.
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Define conditions that must be met for the rule to apply as shown:
Assigned Agent > Is not empty
Hours Since Created > Greater than equal to > 1
Status > In > Open -
Click Next and set actions by setting assignee.
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Click Add to save the rule.
Once the time trigger rule is applied, if a ticket is assigned to a group, all the members of that group will receive an email notification for the ticket assigned. However, if the ticket is to be assigned to a specific agent, only that agent will receive an email notification, provided the relevant notification events are enabled.
