Automation Setting Sample - 2nd reminder new ticket but no assignee Follow

This automation is to notify all agents in Support group that a new ticket has not been assigned to any agent over 48 hours since it is received.

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Email subject: 

[ACTION REQUIRED] {{ticket.title}} - no agent assigned for over 48 hours

Email body:

The ticket #{{ticket.id}} hasn't been assigned to an agent in over 48 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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