Sending Email Notifications for Unassigned Tickets

You can use the time trigger to create alerts about unassigned agent tickets by sending an email to a specific group or user.

Create a time trigger rule

Follow the given steps to create a time trigger rule:

1. Go to Admin> Ticket Automation > Time Triggers> Add Rule.
2. Enter the Rule Name and Description (optional) on the create rule page.
3. Choose Business Hours to be considered for the rule.
4. Create the following condition and set action to notify a group when a ticket is unassigned to an agent.

Condition

Action

Related Article

To find more details about hour-based fields to create a condition and meet the requirements, refer to this article.
To learn more details about Time Trigger, read this article
.