Hi, somebody can tell me how i can escalate a case when this is in state pending reminder and send this case to other agent?
The idea is when a case arrive my technical support response to the customer but any days this client not response, then i put the case in state pending reminder for 2 days and after this the case is asignat to sales agent. Is this possible? I hope your help.
SLA based Escalations by default are not possible within pending reminders and actions, because they’re ignoring SLAs.
I think what you really want is to re-assign the ticket after a specific time span if the ticket is within a specific state. The best approach in this case is Zammads scheduler which also allows to use relative times (which you’ll need in this case):
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