Notifications for ticket handle time
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Visible Minnow
Requesting the ability to configure real-time alerts when an agent spends too much time on a single ticket. The goal is to flag potential blockers or high-effort cases early, enabling team leads (TLs) to intervene as needed.
Requested Functionality:
- Ability to set a handle time threshold for individual tickets (e.g., 30 minutes, 1 hour)
- Trigger an alert when that threshold is exceeded
- Alert should be configurable to route to: a designated Slack channel, a specific TL or manager, or optionally the agent themselves