You can create reminders in Helpdesk to alert ticket assignee’s of existing tasks. The system will send repetitive reminders to the assignee until there‚Äôs a response or the reminder cap has been breached.

1. Go to the settings menu on the left-hand side of your dashboard.

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2. Under SLA, click on reminders.

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3. The list in front of you includes the 3 default reminders in the system, to create your own reminders, click on new item.

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4. The reminder creation screen should look like the following picture. When you are done filling out the fields, click on save.

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Each reminder includes the following fields:

  • Default: If this box is checked, this means the reminder being created becomes the base-level reminder that applies to all the levels in the problem category if no specific reminders are created.   
  • Area/Type/sub-type: Reminders can be created for each level in the problem category.
  • Priority: A priority level can be assigned to each reminder.
  • CAP: The cap/limit that is set on the number of emails that are sent. For example, a cap of 3 means 3 emails will be sent after the reminder starts.
  • Recurring Business Hours: The values inserted here are used to define the starting time and frequency of the reminders (in hours).
  • Recurring Business Minutes (works in association with Recurring Business Hours): The values inserted here are used to define the starting time and frequency of the reminders (in minutes).

5. A reminder email should look like this:

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