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 duration in which they can remain unanswered. Then customize the actions that will occur. 
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 Spot and handle unanswered tickets 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. Choose whether replies from customers, team members, or both count as answering tickets in the If condition:
    1. Click Customer or team member after A ticket remains unanswered by.
    2. Select an option:
      • Customer: Only customer replies count as answering tickets in the Scenario. 
      • Team Member: Only team member replies count as answering tickets in the Scenario. 
      • Customer or team member: Both customer and team member replies count as answering tickets in the Scenario. 
  1. Set the duration tickets can remain unanswered before triggering the Then action(s):
    1. Click time period in the If condition.
    2. Enter the amount of time tickets can remain unanswered before the Then actions are triggered and click the checkmark .
  1. (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:
8.  Set the Then action(s) that will occur when the If condition is met: 
9.  (Optional) Click + Add Action and select another Then action that will occur:
10.  (Optional) Click Apply to snoozed tickets to apply this Scenario to snoozed tickets
11.  Click Save & Activate.

Related Articles

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

Spotter Scenario: Take Care of Tickets Pending for Too Long

Automatically apply actions on tickets that have been in the "Pending" status for a specific amount of time. With the "Take care of tickets pending for too long" Spotter Scenario, you determine the time trigger

10 min read

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 durat

10 min read

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

Spotter Scenario: Reduce Ticket Back-and-Forth

Use the "Reduce ticket back-and-forth" Spotter Scenario to apply actions to tickets when they receive a certain number of team member replies. This Scenario can run once per ticket. Roles and permissions:To acc

9 min read