For IT support: Notify reporters when tickets await support

IT support agents see Waiting Support tickets go unacknowledged, prompting reporters to send repeat follow-ups and raising confusion. Notify reporters immediately so they get clear next steps.

Overview

Unacknowledged Waiting Support statuses cause reporters to chase updates and inflate your support queue. This workflow notifies reporters by direct message or email and logs the notification on the ticket, so IT reduces repetitive inquiries and response times drop dramatically.

Notable Features

Send direct messages to reporters
Send email when direct message fails
Include ticket summary and next steps