This new product feature gives agents the ability to set escalations events based on how long a ticket has been in an ‘on hold’ state.
Agents can define the required period of time elapsed for the escalation to trigger a specified action.
Whether you require prompting to follow up with a user after an elapsed period of time, or simply want to increase the urgency of a ticket that’s been on hold too long, this new feature allows you to use all standard escalation actions.
We’d also like to thank everyone who submitted feedback regarding this feature; we hope you find it useful.
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