TrentBilling Posted September 28, 2015 Share Posted September 28, 2015 I've created an Escalation Rule so that a reply is made to tickets in a certain support department, I submitted a ticket afterwards to test if it's working but no reply was made. I've just realised by reading this tutorial (here) it only works on tickets 4 hours with no response. My question is, how do I go about editing it so that it makes the automated reply after 5-10 minutes? 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted September 29, 2015 Share Posted September 29, 2015 My question is, how do I go about editing it so that it makes the automated reply after 5-10 minutes? it will be the "Time Elapsed" value - in the documentation, it is set to 240 minutes (4 hours) - if you change the value to 5, it should then be set to 5 minutes. 0 Quote Link to comment Share on other sites More sharing options...
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