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You can automate ticket actions by using ticket timers for a set future date and time. You can change the status, owner, department, classification, priority, and impact, as well as schedule followups and comments, and emails at a pre-defined date and time all within a single ticket timer.

Choose the criteria you want to change, by configuring the appropriate fields, and skipping the ones you do not need. Once a ticket timer runs, it is done.

An example of a ticket timer in use is to reopen a ticket you put on hold for a certain date and time.


Automatically Updating Support Tickets

To enable a timer, you must set the date and time, and include any other field, one appropriate for the action.

  1. Access the Support Manager.
  2. View the ticket.
  3. Click Timers.

    The Manage Ticket Timers page appears.
  4. Ensure the Add Timer tab is active.
  5. In the Time field, enter a future date and time (mm/dd/yyyy hr:min AM/PM) or select the date and time using the calendar icon. If you set a time in the past, the timer activates within five minutes after saving.
  6. In the Ticket Status field, select the new ticket status.
  7. In the Assign to field, select the new owner.
  8. In the Department field, select the new department.
  9. In the Classification field, select the new classification.
  10. In the Ticket Priority field, select the new priority.
  11. In the Ticket Impact field, select the new impact.
  12. In the Auto-remove on reply field, select Yes to disregard the timer if/when the client replies. Select No to run the timer at the prescribed date and time regardless of what changes are made to the ticket before then.
  13. Click Add Timer.

Automatically Following Up and Commenting on Tickets

You can automatically follow up or comment on tickets using the Ticket Timer’s Update Ticket section. Support ticket follow ups are emailed to the ticket owner and the client when the timer runs. Ticket comments can be either public or private and are not sent out.

  1. Access the Support Manager.
  2. View the ticket.
  3. Click Timers.

    The Manage Ticket Timers page appears.
  4. Ensure the Add Timer tab is active.
  5. In the Time field, enter a future date and time (mm/dd/yyyy hr:min AM/PM) or select the date and time using the calendar icon. If you set a time in the past, the timer activates within five minutes after saving.
  6. In the Update Type field, choose the type of update this timer is (Staff Followup, Staff Comment (Private), Staff Comment (Client Viewable).
  7. In the Update From field, select the user the followup or comment is from.
  8. In the Update Subject field, enter the subject of the followup or comment.
  9. In the Update Body field, enter the text in the body of the followup or comment.
  10. Click Add Timer.

Automatically Sending Support Emails Using Ticket Timers

You can automatically send support ticket emails to your users, from the ticket timer’s Send Email section. These emails sent by ticket timers will not be listed as follow ups to the ticket itself.

  1. Access the Support Manager.
  2. View the ticket.
  3. Click Timers.

    The Manage Ticket Timers page appears.
  4. Ensure the Add Timer tab is active.
  5. In the Time field, enter a future date and time (mm/dd/yyyy hr:min AM/PM) or select the date and time using the calendar icon. If you set a time in the past, the timer activates within five minutes after saving.
  6. In the Email To field, toggle the edit/select to edit and enter the user’s emails or toggle the edit/select to select and select the user’s email.
  7. In the Email Subject field, enter the subject of the email.
  8. In the Update Body field, enter the text in the body of the email.
  9. Click Add Timer.

Editing Ticket Timers

You can make changes to the automatic actions you have set your ticket timers to perform.

  1. Access the Support Manager.
  2. View the ticket.
  3. Click Timers.

    The Manage Ticket Timers page appears.
  4. Ensure the Timers tab is active.
  5. Select the timer you want to edit and click edit.

    The Update tab appears.
  6. Make any necessary changes.
  7. Click Update.

Deleting Ticket Timers

You can delete a ticket timer. Doing this stops all scheduled actions within the timer from being run.

  1. Access the Support Manager.
  2. View the ticket.
  3. Click Timers.

    The Manage Ticket Timers page appears.
  4. Ensure the Timers tab is active.
  5. Select the timer you want to delete and click the delete link or Delete Selected button.

    A confirmation message appears.
  6. Click Yes.
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