Summary: A bot to notify Techs when one of their tickets has been responded to by the client and that has not been responded back to by the tech is X amount of time.
What problem/s will this bot fix? This will hopefully make our response rate on responded to tickets go up
Is there any report that you are using today to indentify this problem? no
When should this bot be triggered? If Ticket has been responded to and not replied back to by the tech, then send a message.
Where do you want to send the message? Teams - specific users
Parts of the message to send if the bot is triggered:
What happened? Dear , Ticket Number for has been responded to and you have not yet responded back.
What should the message recipient/s do? please respond back to the customer ASAP.
Why should they do it? By responding back quickly we will be able to provide faster support and response to a customers request
Name you to suggest for this bot: Customer Responded Tickets
Description of this bot: This bot will notify techs when a ticket has been in client responded status for too long and needs to be addressed.
Priority: Medium
Hi @Kris_Groeneveld
Thanks for submitting this request! I’ll share this with the team and reach out to you if there are any updates.
Your request has been included in our Product Roadmap.
The internal ticket is MB-4134. Currently, we do not have an ETA. But we’ll continue to reach out as soon as we get updates from the Dev team.
Reference
DA-1419