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Requests

Add Support Ticket Notifications

Jason Ryan shared this idea 1 year ago
Under Consideration

It would be nice if there were some type of notifications system in place (configurable) that would send a reminder to either "staff" or "client" that a ticket has been sitting in their queue for X amount of time.

Sometimes you get caught up in work that you forget to return back to the ticket to post a reply or close the ticket. For us, we boast a 24 hour turn-around time on our tickets, and with notifications just being sent the first time when the ticket is assigned it isn't enough, especially for someone with a messy inbox they could get passed over pretty easily.

Comments (7)

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What would be the best notification method for these reminders for your workflow? Email notifications? Slack integration/notification? Desktop notifications?

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I vote no on Slack notifications!

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Paul -

Personally I do like the tried & true method of emails notifications, but I also like the thought of Slack integration! Desktop notifications are ok, but I typically don't enable them as they come off as intrusive on my desktop and you have to keep the browser tab open in order for it to even notify you.

- J

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Anything planned for this? With Support being a huge part of our business, we find very often that tickets are sitting for long periods of time unless we manually have to go back through each ticket and add a response just so the client knows that there is a ticket still awaiting a response from them. Automating this with notifications would be ideal :)

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We have done something for this purpose, is a notification system, not only for tickets but for so many actions in blesta.... we have integrated slack, and we are working now with dashboard notification .

the plugins will be released soon as beta .

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Following up on this one.. What do you suggest the requirements are for a notification and how often should the notification be sent?

- Assigned to a staff user

- In status "In progress" OR???

How often should a reminder email be sent? Should it be configurable by department?

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Hey Paul -

Open Status: If a ticket marked as "Open", a reminder notification should be sent after 6 hours until the status has changed.

Open Status + High, Critical, or Emergency: If a ticket marked as "Open" and has a priority of High, Critical, or Emergency, a reminder notification should be sent after 1 hour until the status has changed.

On Hold: If a ticket marked as "On Hold", a reminder notification should be sent after 24 hours until the status has changed.

In Progress: If a ticket marked as "In Progress", a reminder notification should be sent after 12 hours until the status has changed.

Awaiting Reply: If a ticket marked as "Awaiting Reply", a reminder notification should be sent after 6 hours until the status has changed.

Additionally, it would be nice to adjust these times accordingly to an admin's or department's preferences since everyone is different.