Creating a Search Email Alert for De-escalated Cases
You can create a saved search with an email alert that sends email to assigned support reps when cases are de-escalated
To send alerts for de-escalated cases:
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Click Saved Searches > New to open a Saved Case Search page.
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Enter a descriptive Search Title, such as De-escalated Case Alert.
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On the Criteria subtab, in the Filter dropdown list:
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Select System Notes fields, select Date, select “on” and “today”, and click Set.
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Select System Notes fields again, select Old Value, select “contains” and “escalated”, and click Set.
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Set up an email alert for the search on the Email subtab.
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Check the Send Email Alerts When Records are Created/Updated box.
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On the Recipients from Results subtab, check Send on Update, and select Assigned To from the Recipient Field dropdown list.
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On the Updated Fields subtab, select Status from the Field dropdown list, and type “Escalated” for the old value.
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Save the search.
For more information about creating saved search email alerts, see Enabling Saved Search Email Alerts.