When dealing with a large number of tickets, one of the most important factors is time-efficiency. Here is a simplified guide on how to get your team members notified when no one replied to a customer.
In your Helpmonks mailbox, go to Settings- Workflows- Create a new workflow
- Name your new Workflow
- Select Segment from the dropdown menu and set the timeframe for this action
- Leave the ‘Conditions’ field unselected, so this workflow could be applied to all emails
- Under ‘Actions’ , please select ‘notify subscribers’, and type in the selected subscribers.
- At the bottom, click on Enable workflow and click the Update button.
You have now enabled your new workflow! Now you can be sure all the tickets will be handled in appropriate timeframe.