Skip to main content

Status-Based Time Escalation

This recipe demonstrates how to automatically escalate or change ticket status based on how long a ticket has been in a specific status, such as changing tickets from "Waiting Client Response" to "Follow-Up Needed" after 8 hours.

Overview​

Status-based time escalation helps you:

  • Automatically follow up on tickets that have been waiting too long
  • Ensure no tickets get forgotten in waiting states
  • Maintain service level agreements (SLAs) automatically
  • Reduce manual monitoring of ticket statuses

Prerequisites​

No custom fields are required for this recipe. This automation uses the built-in [Extra] Minutes spent in current Status field available in Neo Agent.

How It Works​

This recipe uses a Scheduled Workflow that runs regularly to check for tickets that have exceeded the time threshold in a specific status. When found, it automatically updates the ticket status and optionally notifies the team.

Workflow: Auto-Escalate Waiting Tickets​

Basic Configuration​

  1. Type: Scheduled
  2. Schedule: Every 1 hour
  3. Filter Tickets:
    • Status.Name = "Waiting Client Response" AND
    • [Extra] Minutes spent in current Status > 480 (8 hours)
  4. Update Ticket Fields - Change status to "Follow-Up Needed"

Detailed Setup​

Step 1: Create the Workflow​

  • Name: "Auto-Escalate Waiting Client Response"
  • Type: Scheduled
  • Schedule: Every 1 hour
  • Skip Weekends: [Optional] Enable if you don't want escalations on weekends

Step 2: Configure Ticket Filters​

Set up an AND condition with these rules:

  • Status.Name = "Waiting Client Response"
  • [Extra] Minutes spent in current Status > 480
Time Calculations
  • 480 minutes = 8 hours
  • 1440 minutes = 24 hours
  • 2880 minutes = 48 hours

Adjust the minute value based on your desired escalation timeframe.

Step 3: Add Actions​

Action 1: Update Ticket Fields

  • Update Status to "Follow-Up Needed"
  • [Optional] Update Priority if escalation should increase priority

Action 2: Build Message [Optional] Use this action to create a dynamic escalation message:

  • message_type: "Internal"
  • instructions:
Create an escalation note for ticket [TicketNumber]. Explain that the ticket has been automatically escalated from "Waiting Client Response" to "Follow-Up Needed" because no customer response was received within 8 hours. 

Include:
- The original request or question that was sent to the customer
- How long the ticket has been waiting
- Next steps for the technician
- Any relevant customer contact information

Action 3: Add Ticket Note [Recommended] Use to actually add the note from the Build Message action to the ticket.

Action 4: Notify Internal Team [Optional]

  • Send Teams/Email notification to technician or manager
  • Include ticket details and escalation reason

Advanced Variations​

Multiple Time Thresholds​

Create separate workflows for different escalation levels:

Workflow 1: First Follow-Up (8 hours)

  • Filter: Status = "Waiting Client Response" AND Minutes > 480
  • Action: Change status to "Follow-Up Needed"

Workflow 2: Manager Alert (24 hours)

  • Filter: Status = "Follow-Up Needed" AND Minutes > 1440
  • Build Message: Create manager alert with escalation history and customer details
  • Action: Change status to "Manager Review" + notify manager with custom message

Workflow 3: Final Escalation (48 hours)

  • Filter: Status = "Manager Review" AND Minutes > 2880
  • Action: Change status to "Client Unresponsive" + escalate to account manager

Status-Specific Escalation Rules​

Create different workflows for different waiting statuses:

For "Waiting on Parts":

  • Filter: Status = "Waiting on Parts" AND Minutes > 4320 (3 days)
  • Action: Change to "Parts Follow-Up" + notify procurement team

For "Waiting on Vendor":

  • Filter: Status = "Waiting on Vendor" AND Minutes > 2880 (2 days)
  • Action: Change to "Vendor Follow-Up" + notify vendor manager

Customer Communication Integration​

Workflow: Auto-Follow-Up with Customer

  1. Filter: Status = "Waiting Client Response" AND Minutes > 480
  2. Build Message Smart Action: 
    Create a polite follow-up message to the customer reminding them about our previous request. 
    Reference the original question and ask if they need any clarification or assistance.
    Maintain a helpful and professional tone.
  3. Notify Ticket's Contact - Send the follow-up message
  4. Update Ticket Fields - Change status to "Follow-Up Sent"
  5. Add Ticket Note - Log the automatic follow-up

Best Practices​

Timing Considerations​

  • Start Conservative: Begin with longer time thresholds (12-24 hours) and adjust based on results
  • Consider Business Hours: Use "Skip Weekends" and time windows if appropriate for your business
  • Account for Time Zones: Set the workflow timezone to match your primary business location

Monitoring and Adjustments​

  • Review escalated tickets weekly to ensure the timing is appropriate
  • Monitor customer feedback about follow-up frequency
  • Use Event History to track workflow performance
  • Adjust time thresholds based on ticket type or customer priority if needed

Communication Strategy​

  • Always add clear internal notes explaining why the escalation occurred
  • Train your team on the new automated escalation process
  • Consider customer communication preferences before enabling auto-follow-ups

Preventing Over-Escalation​

  • Use the "Run Once Per Ticket" option if you only want one escalation per status change
  • Consider excluding VIP customers or specific ticket types that need manual handling
  • Add filters to exclude tickets that are legitimately long-term projects
Important

Test these workflows carefully with a small subset of tickets first. Consider starting with "Add Ticket Note" actions only to observe the behavior before enabling status changes.