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We sometimes notice that we are quite busy discussing issues among ourselves, but we sometimes forget to keep the customer updated on the status.
I would like to send the agent a reminder to inform the customer when there has been no customer communication 48h after an internal comment has been added.
I thought this could be solved by using an SLA and to check on the breaching of that SLA, but unfortunately, it doesn't seem to be possible to start the SLA on an internal comment.
Do you know of a way this can be achieved? How do you tackle this issue?
Thanks in advance and kind regards,
Just in case you're still looking for a solution, are you looking to:
It probably is possible to do with variables, etc - but I found this easier, and it provided fields which could be used in JQL, dashboards, etc.
If either of these options are of interest to you, and you'd like more detailed instructions - let us know so we can assist further!
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