Alerts or Dashboard for Tickets Sitting Too Long

Question

Hi!

Here is a brief overview of our Service process:

1. Support ticket comes in from customer.

2. Once Support ticket is validated, a new ticket in a different project is created. The first status (Open) is to talk about if it's a valid Support ticket, or if more information is needed.

3. Next status/column is "In Analysis" where it is escalated to a team that includes a Product Manager and Developers (we have more than one team). Here we assign the Priority. Priorities determine when it should be solved for (Immediately, within the next couple of sprints, etc.)

4. Next status/column is "In Backlog" where another ticket is created with that team.

5. Next status/column is "In Progress" where it is actively being worked on by the team in a Sprint.

Problem to Solve For: I need a way to either 'alert' (via Automation) that a ticket has been sitting too long, or a ticket needs to be picked up for the next available Sprint, or 'show' via a Dashboard a list of tickets that have been sitting for a period of time so my PM's know to pick it up next.

Our Sprints are two week intervals.

Thanks in advance!

Valeriia_Havrylenko_SaaSJet · Answer

Hi @msweeney

I am a representative from SaaSJet and I wanted to express my gratitude for choosing Time in Status!

I have reviewed your request and I think we have another add-on that may be a better fit for your needs. It's called Time Between Statuses.

This add-on allows you to generate timers for each project and set task warnings and critical time limits.

If these limits are exceeded, you will receive a notification via email and on the task itself.

You can also book a live demo for Time in Status or book a live demo  for Time Between Statuses - we'll show you applications inside out and answer all your questions.

We offer you 30 days of free trial as well!

msweeney · Answer

I think I solved my own issue for now - I downlaoded the Time in Status add-on to assist.