Automation Setting Sample - 1st reminder new ticket but no assignee for 24 hours Follow

This automation is to notify Support Managers that a new ticket has not been assigned to any agent over 24 hours since it is received. This notification is sent to the agents in the group, instead of all agents.

In order to set this automation, you need to create a group first and add agents in it so you can send the notification to the agents in such group.

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Email subject: 

[ACTION REQUIRED] {{ticket.title}} - no agent assigned for 24 hours

Email body:

The ticket #{{ticket.id}} hasn't been assigned to an agent in over 24 hours. Please check this ticket and assign it to the appropriate agent for action.

Excellent customer service is important!

{{ticket.comments_formatted}}

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