Tickets in advance automation

[Luis Andino Rodriguez]

I would like to be able to notify customers by auto commenting on the issue the amount of tickets that are currently ahead of them. The goal is to help users realise where they are currently in the queue. Is there a way to achieve this with automation? 

[Walter Buggenhout · Accepted solution]

Hi @Luis Andino Rodriguez,

I am not sure if that would help in any way. How would you know if these tickets are big or small? What does it say about the number of people in your organisation working on tickets and how fast they progress? What happens if other, high impact/priority tickets are raised after you communicate with your customer that your team must take first?

I believe your intention to inform the customer of expected resolution time is very noble. But why don't you use SLA's and a priority system to communicate the normal resolution time instead? I think it is much more informative if you tell your customer you normally resolve a high priority ticket within 8 business hours, rather than telling him/her there are 17 tickets waiting before it's his/her turn.

Hope this helps!

[Mark Higgins · Accepted solution]

Hi @Luis Andino Rodriguez 

Unfortunately No, that's not a function, although I've oftern wondered why?

Being an OLD SQL DBA, using select count(*) from table where column = X was always useful.

@Walter Buggenhout does make a very good point, in that instead of saying there are X number of items in front of you, you can say that your ticket has been assigned a priority of X and that we will respond within Y, and you can expect a resolution within Z hours / days.

Cheers

Mark