Set Reminder - Re-open closed ticket
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Nathan Mouton
Like the title says. I'd like to be able to set a date(maybe time if possible), for a ticket to reopen. Lets say I play to circle back with the customer in a couple days. I close the ticket, set a reminder on it. And it automatically reopens as unassigned to the last team it was on. I think you would have to have some sort of note mandatory. Just in case another member of the team knows why this ticket is showing up with no message from the customer.
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Will Dickens
Great idea also. I would like the ability to set a ticket to re-open with an alert to check the status of backorder parts after a certain number of days, and to reopen again after 10 days for MD escalation.
This could also be used for customer follow-up to drive customer satisfaction and sell more parts if there was a specific team performing follow-ups.
I can also see value in checking on customer orders that are shipping to make sure they've received their parts after three-four days.
Hayden Kitching
Yes, and be able to set a reminder time for teams that have unassigned ticket. Ex, a ticket hits a team and it doesn't get assigned to a team member in 30 minutes it re-alerts the team there is a ticket there. An it continues to do so at shorter intervals until they assign it and take action. You can do a version of this with the API and outside services, but it should be integrated.
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Thiago Araújo Barbosa
great idea!