Auto email after 1 week

Dynadata · **Auto email after 1 week -** 13-05-2008, 08:12 AM

Hi,

When a ticket is open for one week and no staff member replied to it, I would like to send an auto-email to all staff members.
So if a ticket is open for more then one week --> send email to all staff members.
Is this possible? If so, how?

Thanks

**Jamie Edwards** · 13-05-2008, 09:01 AM

Hi there,

Out of the box, this isn't possible I am afraid.

You could create your own script to check for tickets that have been open for > one week, and then send an e-mail out. For regularity, execute it with a timed cron.

supportskins · 13-05-2008, 09:05 AM

Actually this is possible using escalation although you an send the email to a single user and not all.

Dynadata · 13-05-2008, 09:37 AM

Quote:

Originally Posted by supportskins

Actually this is possible using escalation although you an send the email to a single user and not all.

That is also good enough for me, but how can I do that?

supportskins · 13-05-2008, 11:05 AM

Create a SLA plan and set an escalation rule which will escalate the ticket if no staff reply is posted for specified time period. Once the rule is triggered, you need to assign the ticket to a specific staff user. You also need to set a private email alert for that staff user where he should receive an email when a ticket is assigned to him. This way he can be notified when the ticket is escalated.

**Raghav Arora** · 13-05-2008, 11:27 AM

Quote:

Originally Posted by supportskins

Create a SLA plan and set an escalation rule which will escalate the ticket if no staff reply is posted for specified time period. Once the rule is triggered, you need to assign the ticket to a specific staff user. You also need to set a private email alert for that staff user where he should receive an email when a ticket is assigned to him. This way he can be notified when the ticket is escalated.

Well, you can also use the Escalation rule "move department" and the ticket will be moved to that particular department. And whosoever staff is assigned to that department, will get the alert for this ticket.

Or "Change priority/Change ticket status" can also be used for same purpose.

supportskins · 13-05-2008, 11:39 AM

Yup that would work too.

jnet · 13-05-2008, 12:15 PM

well this is great thanks
have to do it

supportskins · 13-05-2008, 01:15 PM

Give it a whirl, if it does not work just update this thread

Dynadata · 13-05-2008, 02:48 PM

Quote:

Originally Posted by supportskins

You also need to set a private email alert for that staff user where he should receive an email when a ticket is assigned to him. This way he can be notified when the ticket is escalated.

Thanks for your reply but how can I do this?

supportskins · 13-05-2008, 03:44 PM

Login to the Staff CP using the login access information for the staff whom you wish for the software to send a notification email to.

Staff CP > Tickets > Alerts

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Dynadata Offline Member Posts: 171 Join Date: Feb 2008 Location: Netherlands SupportSuite Owned License	Auto email after 1 week - 13-05-2008, 08:12 AM Hi, When a ticket is open for one week and no staff member replied to it, I would like to send an auto-email to all staff members. So if a ticket is open for more then one week --> send email to all staff members. Is this possible? If so, how? Thanks

supportskins Offline Senior Member Posts: 3,267 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	13-05-2008, 09:05 AM Actually this is possible using escalation although you an send the email to a single user and not all. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,267 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	13-05-2008, 11:39 AM Yup that would work too. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

jnet Offline Member Posts: 461 Join Date: Mar 2008 SupportSuite Owned License	13-05-2008, 12:15 PM well this is great thanks have to do it

supportskins Offline Senior Member Posts: 3,267 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	13-05-2008, 01:15 PM Give it a whirl, if it does not work just update this thread Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/