Send auto reminder to staff on open tickets

[tech7]

/*************************************
Title: Help Desk Software HESK
Version: 2.1
Author: Klemen Stirn
Demo:
Download: http://www.hesk.com/download.php
Website: http://www.hesk.com

Short description:
Send auto reminders to the staff/admin on open tickets

*************************************/

I would like to know if it is possible to Auto notify staff/addmin for out standing tickets.
i.e instead of closing the ticket email a reminder to the staff that the ticket has been open for a while.

Please advise

Joaquin

[hollandsedrop]

Yes, good idea.

[southernmoney]

Perhaps it would be easier to have next to the "assign to" link a link that allows one to choose a follow up date. And then a simple window that will display only outstanding follow ups. Sending emails will just add traffic to the mailboxes. We have around 6000 tickets active at this stage and find that it is simply impossible to do follow-ups, a marketing disaster. We have tried using calender on Outlook but that just increased the frustrations. We now print every ticket and file it on a date in the future for purpose of followup. Meanwhile if someone knows of a temprory solution please share it, because this is realy an important issue.

[steve]

Did anybody get anywhere with this?

[kabuc]

I just told employees that if you have queries assigned to watch that not too long unattended.

[steve]

I guess that's one way of doing it.

[Klemen]

I won't promise, but will try to add this to next version.