Flexible setting of the ticket priority
D
Davis vom Team FaHome
It should be possible to set ticket priority individually so that they are automatically closed either at a specified date and time or after a defined period of time (e.g. x hours). This could be set manually by each employee (if needed) as they wish, as what the system specifies does not always make sense for the employee and for the individual case.
It could be adjustable either by selecting a specific date or by specifying a certain number of hours/days.
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Herman Nefedov
Hello there Davis vom Team FaHome,
Thank you for your request.
Currently, our users already able to create as many custom priorities as they wish. You can create specific timings for responding to a ticket and for resolving.
These priorities can be either assigned automatically via rules or manually for each ticket separately.
To learn more about this, please visit https://docs.replyco.com/main-sections/administrative-processes/company-settings#priorities-and-sla. I hope that helps.
You also mentioned you would like to automatically close tickets after a defined period of time. Would you mind providing a bit more details about possible scenarios for this?