Hello,
I am trying to understand which PHP files should I modify to create a custom notification "if a ticket is unanswered for over 4 hours", without changing my SLAs. Any guidance on the files I should modify would be appreciated. Thank you!
Custom "unanswered ticket" notification
We already send an Overdue Alert (if configured) when a Ticket goes over the SLA period. You must enable the Overdue Ticket Alert under Admin Panel > Settings > Tickets > Alerts and Notices.
If you want to customize this flow you must modify the code. You are on your own with any modifications to the codebase. The code is open-source and available on Github.
Cheers.
KevinTheJedi I am currently using the SLA to get overdue alerts. But I need to modify the code so if a ticket remains unanswered (not unresolved, just unanswered) for more than 4 hours, the assigned agent will get an alert.
I don't have a problem modifying the code, I just need guidance on which files should I modify.
For that you are on your own; unless someone from the community chimes in. We don’t assist with modifications and we don’t have any resources on modifying the code. The code is open-source and available on GitHub for the public.
Cheers.