The sheduler performs time-based automated actions. Such an action may be a change of any information on the tickets.
That's how it works:
- Set the name
- Set the time when the job should run
- Determine the ticket attributes (conditions) to limit the tickets on which an action is to be performed
- Preview of the selected tickets - here you can doublecheck the entered conditions
- Determine the change to be made on the ticket. It is advisable to make a note on the ticket when carrying out the action. This ensures that this step is visible to all users in the ticket.
- Should notifications be issued or not? (yes -> no notifications are sent / no -> notifications are sent)
- Insert a note to the ticket so that everyone can see what has happened in the ticket (only agents can read the note)
- Set the scheduler to inactive
For this example, it means:
Every day (Monday to Friday) at 9:00 a. m., all tickets will be:
- assigned to the Sales group and
- are not closed
- and whose escalation was 30 minutes ago
assigned to Emma and the priority is set to 3-high.
As a supervisor in the Sales group, this enables you to intercept and process escalated tickets.
BTW: this is the only place where it's possible to delete tickets via frontend (action --> delete)