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Ticket Automation - Feature Request

Ticket Automation is awesome! Would it be possible to add the ability to act on and change the priority though?

This way we can automate a few things a little better as far as pushing things up and down in priority. We are currently using Ticket Automation to automatically push tickets to a pending recycle status if we haven't heard from the customer in 30 days. Unfortunately since we cannot specify how statuses sort in the ticket area, I'd love to be able to also set the rule we have to change those recycle tickets to low priority to get them to sink to the bottom.

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Wade shared this idea  ·   ·  Report…  ·  Admin →

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  • Ryan (CTO, Pinellas Computers) commented  ·   ·  Report

    Just starting to play around with ticket automations (great future!) and I'm wondering if there's a trigger I can't seem to find. We'd like to override the time settings for "stale" tickets on our ticket dashboard. Is there a way we can trigger to change the color of the ticket "blocks" on our dashboard, without modifying the status of the ticket? (We don't want to add more unnecessary statuses just to assign them a different color.)

    Basically, we'd like to make it so that tickets marked as "invoiced" for more than seven days automatically:
    1. Email a reminder response to the customer.
    2. Change the color of the ticket "block" to red, so that we see it on our dashboard and reach out to them with a phone call.

    We have these time conditions set up in the ticket dashboard settings, where it should turn red after 168 hours; but for some reason it doesn't appear to be working? If this is possible, we'd actually prefer to set up ALL timer rules for the dashboard using ticket automations, instead of the limited time conditions in the ticket dashboard settings.

    Maybe this could be done just by adding an "action" to take it automations called "change ticket dashboard color". Then maybe just an option in the dashboard settings of "do not enforce any time triggers" to override the dashboard controls with ticket automations.

    Thanks!

  • Wade commented  ·   ·  Report

    Saw that Priority has been added. Thanks!

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