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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:
- Click the Spotter icon in the side panel on the left.
- Click the Pre-Made Scenarios tab at the bottom to expand it.
- Select the Spot and handle unanswered tickets Scenario.
- (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.
- Choose whether replies from customers, team members, or both count as answering tickets in the If condition:
- Click Customer or team member after A ticket remains unanswered by.
- 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.
- Set the duration tickets can remain unanswered before triggering the Then action(s):
- Click time period in the If condition.
- Enter the amount of time tickets can remain unanswered before the Then actions are triggered and click the checkmark .
- (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:
Ticket company
Mailbox
Priority
Channel
Assignee
No. of team member interactions
Status
Labels
Language
Custom field value
8. Set the Then action(s) that will occur when the If condition is met:
Send notification
9. (Optional) Click + Add Action and select another Then action that will occur:
Add internal note
Send auto-reply to customer
Set ticket status
Assign ticket
Set ticket labels
Set or clear custom field
10. (Optional) Click Apply to snoozed tickets to apply this Scenario to snoozed tickets.
11. Click Save & Activate.
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