Add Support Ticket Notifications
by Jason Ryan · 9 years ago
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.
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Comments (12)
What would be the best notification method for these reminders for your workflow? Email notifications? Slack integration/notification? Desktop notifications?
I vote no on Slack notifications!
Slack / Telegram / Discord would be good imho ... (configurable an a per user basis)
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
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 :)
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 .
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?
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.
Please add this, it's a must.
@Paul -
Where are we on this, it is needed badly. Having to manually check in on clients who have tickets sitting in their queue waiting for a response is a big pain in the you know what.
Thanks
This was completed in Blesta version 5.1 per https://dev.blesta.com/browse/CORE-3195
26 voters