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<aside> 💡 Purpose If a ticket hasn’t been solved in a while, we can send a reminder to your staff so they can resolve it promptly and effectively, until it is completed. These alerts are only delivered to Escalated Alert Recipients, and are a summary of all tickets that haven’t been solved in X minutes.

You can also create “tier 2” reminders to escalate things to a totally different set of alert recipients if a case is getting very old.

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<aside> 📍 Navigation

To access ticket reminder settings, go to your Ticket Management Dashboard, select “More Actions” > “Reminder Settings”.

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Additional Options

• You can customize the waiting period between reminders for both tiers. • Select what types of tickets you want included in these reminders. • Turn this feature on/off entirely

Snooze

Sometimes a ticket can’t be solved right away, but you don’t want to keep receiving reminders about it. In this case, you can “snooze” it for X amount of hours. It will be excluded from any reminders until that time period elapses.

In the ticket overview simply click the MORE icon beside the Ticket ID. And then select MUTE TICKET, and click “Snooze”.

Need to put a ticket on hold until a specific date? Just click the MORE icon in the ticket overview and select SNOOZE TICKET. This way, you’re in control of exactly when it pops back up, rather than just picking a set number of hours.

You can view all your snoozed ticket in your Scheduled Tickets tab.