Feature that tracks when to call a customer back?

[Nicholas Carter]

We currently use an excel sheet to track service tickets. We are slowly switching to Jira. On excel, we have a formula that we put a rough estimate on when to call back. Once that time hits, it will change another row from "Good" to "Needs Called". I was wondering if this is possible on Jira or something similar. Hopefully that it clear. Thanks!

[Walter Buggenhout · Accepted solution]

Hi @Nicholas Carter and welcome to the Community!

It should be relatively easy to use that same logic, but bring it into a tool that is a little bit more robust than Excel as a work management instrument ... 😊

You could set up a date custom field (e.g. callback date) that you can add to your service ticket screens and have it filled out with this approximate date.

You can use a simple filter results dashboard gadget on a Jira Dashboard to simply display issues that require callback within the next 3 days or so with a filter like this behind it:

"Callback date" <= 3d AND resolution = Unresolved

The above is just an example, assuming that you have a callback date field and that the date filled out there is less than or equal to 3 days in the future. Resolution can help reduce the result to only open tickets, but you can obviously use any criteria that match your use case.

You can even fiddle around with your filter so you can e.g. send out a digest email with all tickets that need to be called back today, this week, ...

Hope this helps!

[Nicholas Carter]

I think this will help. I'm curious, will this work for service tickets that have different call back times. Some customers we might want to call back in a few hours, days, or maybe even a week. It will depend on the issue. So e.g., not every customer will be called back in 3 days

[Walter Buggenhout]

Hi @Nicholas Carter,

I can imagine. That is the part where your knowledge of what you want to achieve comes in. You can play around with both the callback date you enter on a ticket and with the frequency of notifications.