I am curious if anyone would have a solution to this issue I am having. Within our ticketing system we utilize several different ticketing statuses to stay organized. Most statuses are "On Hold" status type and we have our agents set their views to only view "open" tickets or tickets that need a response. My issue is that if the status is set to on hold there is no sort of reminder function to follow up with the customer. We frequently respond then need to follow up on the ticket within a few days.
I have tried the due date function, but the notification gets lost in the mix of others, and if the status changes the due date reset.
Curious if anyone else has figured out a solution to remind agents to follow up. thanks!