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Overview

Ensure no service tickets fall through the cracks by automatically identifying tickets that are in active status but don’t have any scheduled service calls or todos planned for the future.
This recipe helps maintain service quality by catching tickets that may need scheduling attention before they become overdue or forgotten.

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How it works

  • Monitors tickets in active statuses for missing scheduled work
  • Uses advanced filters to identify tickets without future service calls or todos
  • Alerts internal teams to schedule appropriate follow-up work
  • Ensures proper service delivery planning and resource allocation

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Setup

1

Create the workflow

Name it “Tickets Without Scheduled Work”. Set as Scheduled workflow with daily intervals to regularly check for tickets needing attention.
2

Configure status filters

Add filters for ticket statuses where scheduled work should exist:
  • Include statuses like “In Progress”, “Assigned”, “Scheduled”
  • Exclude statuses like “Waiting on Customer”, “On Hold”, “Resolved”
Focus on statuses where technicians should have active work planned to avoid false alerts.
3

Add service call filter

Add the filter “[Extra] Count of Service Calls Scheduled for Anytime in the Future”:
  • Set the condition to equals 0
  • This identifies tickets with no scheduled service calls
4

Add todo filter

Add the filter “[Extra] Count of ToDos Scheduled for Anytime in the Future”:
  • Set the condition to equals 0
  • This identifies tickets with no scheduled todos
Both filters work together to find tickets completely lacking scheduled future work.
5

Create internal alert message

Add a “Build message” action:
  • Set message type to Internal
  • Create an alert for the team about missing scheduled work
  • Include ticket details and suggested actions
Example internal message:
SCHEDULING ATTENTION REQUIRED

Ticket #[Ticket Number] - [Subject]
Customer: [Customer Name]
Status: [Status]
Assigned to: [Assigned Resource]

This ticket has no scheduled service calls or todos. Please review and schedule appropriate follow-up work:

• Schedule a service call if on-site work is needed
• Create todos for remote tasks or follow-up actions
• Update ticket status if work is complete

Ticket Link: [Ticket URL]
6

Configure team notifications

Add notification actions based on your team structure:Option 1: Notify assigned resource
  • Use “Notify ticket owner” to alert the assigned technician directly
Option 2: Notify internal team
  • Use “Notify internal team” to alert supervisors or dispatch teams
  • Include relevant team members who handle scheduling
Option 3: Both notifications
  • Notify the assigned resource for immediate action
  • Notify the internal team for oversight and support

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Best practices

  • Daily scheduling: Run once daily during business hours
  • Avoid weekends: Schedule for weekdays only to prevent unnecessary alerts
  • Include context: Add ticket age, customer tier, or service type information
  • Provide actions: Give clear next steps for the receiving team
  • Use urgency indicators: Highlight high-priority or aging tickets

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Expected outcomes

After implementing this workflow, you should see:
  • Improved service delivery consistency
  • Reduced risk of forgotten or overlooked tickets
  • Better resource planning and scheduling
  • Enhanced customer satisfaction through proactive service management
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