Freshworks Partner

You can alert agents or groups and send custom email notifications for unassigned tickets waiting in your helpdesk for an extended period of time.

Please follow the steps below to send email alerts for unassigned tickets through Freshdesk automations.

1. Navigate to Admin from the menu. Under Workflows, select Automations.

2. Choose the Tickets tab and under Time Triggers, click on the New Rule button.

3. Give your rule a name.

4. Under the On tickets with these properties: section, 

   1. select Match ALL of the below radio button,

   2. In Tickets, select If hours since created from the dropdown,

   3. select Greater than, and then enter 1.

   4. Click on Add new condition option.

   5. In Tickets, select If Assigned agent from the dropdown,

   6. select Is, and then None.

   7. Click on Add new condition option.

   8. In Tickets, select If Agent interactions from the dropdown,

   9. select Is, and then enter 0.

5. Under the Perform these actions: section, ‘Send email to agent’ or ‘Send email to group’ option from the choose action dropdown, then the Agent or Group name followed by the email Subject and Description.

6. Click on Preview and Save, and then Save and enable.
   
   

This rule will now send email alerts to the specified agents or groups when a ticket remains unassigned for over an hour. 

You can also choose to send an escalation email to a specific agent in a group by updating the group properties. Here’s how you do it.

1. Navigate to Admin from the menu. Under Team, select Groups.

2. Click on the Edit option next to the required group.

3. Navigate to Group Properties tab.

4. Under the Ticket escalation settings section,

   1. Choose the required time for ‘If a ticket remains unassigned for more than’ option.

   2. Select the agent name under ‘then send an email to’ option.

5. Click on Save.