You can schedule automated actions for individual support tickets. This allows you to streamline your processes and provide enhanced customer service by changing ticket priority, reassigning tickets, and performing other actions on a scheduled date or after a set amount of time.

Schedule a Support Ticket Action #

To add a new scheduled action to a support ticket:

1. View the desired support ticket. #

Click on the desired support ticket in the list of tickets at Support > Support Tickets.

2. Manage the ticket’s scheduled actions. #

To view the list of scheduled actions for the support ticket, click on the Scheduled Actions tab. This tab lists all of the currently-scheduled actions for the ticket and their statuses.

Then, click Manage Scheduled Actions.

3. Choose and configure an action. #

In the Actions list under Scheduled Actions, choose the action that you want to schedule. Then, click Add.

You can choose from the following actions:

Under Details, configure the selected action. For example, if you selected Update Status, choose the status that you want to update the ticket to.

Repeat these steps to add multiple actions with the same execution time. You can add up to one of each action type.

4. Set the scheduled time. #

Under Schedule Action, choose whether you want to schedule the action for a specific time or whether the action should occur after a set delay.

Then, under Select Time, select the date and time or set the length of the delay.

5. Save the action. #

When you are finished, click Save.

The scheduled action will automatically appear in the Scheduled Actions tab’s list of actions.

The list of scheduled actions orders actions by the scheduled execution time and then, for actions with the same execution time, by the execution order.

Last modified: December 19, 2024