With Supervisor Rules in Freshservice, you can automate ticket management based on time and event triggers. These rules can be useful in streamlining processes, improving efficiency, and reducing manual work. This means you can easily send reminders to customers for pending tickets or escalate overdue tickets to the right person on your team.
You can set the supervisor rule based on your preferred business hours or calendar hours. They run once an hour and process tickets updated within the past 30 days.
For instance, you can set up a supervisor rule to Escalate the ticket or add a watcher if it has been in the Pending status for more than 24 hours.
The order of the rules is significant as they are processed sequentially, and certain actions may trigger subsequent rules.