Support agents: advance Reminder 2 tickets to ready-to-close
Support agents: advance Reminder 2 tickets to ready-to-close
Support agents leave tickets in Reminder 2 for over 23 hours, creating SLA risk and blocking queues. Scheduled checks mark them Ready to Close so agents clear stale cases and keep SLA discipline.
Overview
Stale tickets stuck in Reminder 2 create SLA risk and frustrate customers. This workflow moves those cases into a ready-to-close state and notifies agents, ensuring zero missed follow-ups and clearer SLA ownership. Support leaders report faster response times and reduced backlog pressure.
Notable Features
- Scan Reminder 2 tickets hourly
- Mark stale tickets ready to close
- Notify support agents for review