Before you start configuring, we recommend checking out our article on the overall logic of automation rules in Deskie or watching the quick video guide on rules.
Sometimes agents overlook certain cases and leave them unanswered for too long. A rule for existing cases can help prevent this by increasing the priority when a case has gone without a response for a specified period.
If you already have rules that distribute new cases among agents, you can also add an action to the priority-increase rule that sends a notification to the assigned agent:
In rules, you can track not only the case status but also the assigned agent’s status. For example, if during business hours an agent remains for too long in a status that is not intended for handling existing cases, while still having open cases, you can send additional notifications reminding them to get back to work:
