Help Desk Ticketing with alerts that can be generated at 4 and 8 hours

We have just onboarded a customer that we want to track their IT service tickets using Smartsheet. There are two key Service Level Agreements that we need to managed to. The customer would like automated alerts generated at 4 and 8 hours. Is there a way to set up alerts based on hours vs. days?

Thank you!

Find more posts tagged with

Integrations

Community Platform

IT & Operations

Product Development

Conditional Formatting

Email Notifications

Comments

Chris McKay

Hi,

Within Smartsheet... no. The native support for time is practically non existent. I'd suggest using Zapier to accomplish what you've described:

Trigger on a New Row (i.e. a new ticket)
Action is Send Row via Email
Add in a Filter to specify only rows that have not been "Resolved"
Finally include a Delay For and set it to 4 hours

Kind regards,

Chris McKay

Sign in to join the conversation!

Quick Links

Trending discussions

Anyone getting JIRA API errors using the connector?
We are using the Jira/Smartsheets connector and got this error: Invalid response from JIRA. statusCode: 410, reasonPhrase: Gone The requested API has been removed. Please migrate to the /rest/api/3/search/jql API. A full migration guideline is available at Looks like the connector needs to be updated. Anyone know anything…
Dirty save - #BLOCKED/Invalid Value issue when using integration until manually save the sheet
Hello everyone, We’re facing a critical issue in one of our Reports. We use integration and it adds values to the sheets. The corrected values don't seem to auto-save. Formulas in sheets first show #BLOCKED/Invalid Value, then if we refresh the sheet - it updates to the correct numbers. The save button is active even…
Smartsheet for Google Drive doesn't seem to be available anymore
Trying to access Smartsheet for Google Drive and it seems it's not available anymore: https://workspace.google.com/marketplace/app/app/46145466229 Also the app is not listed when searching on Google Marketplace.