Spotter Scenario: Escalate Tickets That Might Be Stuck

Automatically apply actions to assigned tickets that have been in the same status without activity for too long. With the "Escalate tickets that might be stuck" Spotter Scenario, you decide the status and duration, then choose which actions to take. 
Note:
When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed. 
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions. 

To activate this Scenario:

  1. Click the Spotter icon  in the side panel on the left.
  2. Click the Pre-Made Scenarios tab at the bottom to expand it.
  3. Select the Escalate tickets that might be stuck Scenario.
    Tip: Click the Team Members filter to quickly find this Scenario. 
  1. (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
  2. Set the If condition that, when met, will trigger the Then action(s):
    1. Click status in the If condition and select the status that tickets can have for a set amount of time without activity before the Then actions are triggered.
    2. Set the duration in which tickets can be in the selected status without activity before the Then actions are triggered:
      1. Click time period in the If condition and set the duration. 
      2. Press Enter on your keyboard or click the checkmark . 
  3. (Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:
7.  Set the Then action(s) that will occur when the If condition is met:
8.  (Optional) Click + Add Action and select another Then action that will occur:
9.  (Optional) Click Apply to snoozed tickets to apply this Scenario to snoozed tickets. 
10.  Click Save & Activate.

Related Articles

Using Spotter to Automate Tasks

Using Spotter to Automate Tasks

Use Spotter to automate the tedious tasks that need to be done when common support scenarios occur. Spotter tracks real-time events across your entire support platform, then performs specified actions. Choose f

6 min read
Read Article

Using Spotter to Automate Tasks

Spotter Scenario: Handle Tickets Following Changes in Priority

Use the "Handle tickets following changes in priority" Spotter Scenario to apply actions to tickets when their priority changes. You can add other ticket-based conditions and choose from several actions to take

9 min read
Read Article

Using Spotter to Automate Tasks

Spotter Scenario: Take Care of Unattended Active Chats

Use the "Take care of unattended active chats" Spotter Scenario to apply actions when team members take too long to respond to active chats. Choose the amount of time team members have to reply, then set up the

7 min read
Read Article

Using Spotter to Automate Tasks

Spotter Scenario: Reduce Delays in Ticket Handling

Use the "Reduce delays in ticket handling" Spotter Scenario to apply actions when a ticket has been in the "Investigating" status for too long. You set the duration in which tickets can be in this status before

10 min read
Read Article

Using Spotter to Automate Tasks

Spotter Scenario: Spot and Handle Unanswered Tickets

Use the "Spot and handle unanswered tickets" Spotter Scenario to apply actions on tickets that have not received a reply in a certain amount of time. Choose who's replies count towards answering tickets and the

11 min read
Read Article

Working with Tickets

Snoozing Tickets

Snooze tickets to set them aside and get notified when you need to revisit them later. You can choose from preset snooze durations or create your own custom snooze periods. Snoozing tickets removes them from yo

8 min read
Read Article