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

05/24/18 Edited 12/09/19

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!

Comments

  • Chris McKayChris 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:

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

    Kind regards,

    Chris McKay

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