To ensure that a case will never ever get stuck in the agent's inbox you can set up an automation to unassign cases from the agent's inbox after a period of time. In this article, we will show you how it's done.
We will create a scheduler to run every X time (15 minutes) to unassign any NEW/OPEN cases that have been assigned to the agent for Y time (120 min) without action from the agents' inbox
In settings/ Automation/ Scheduler create a scheduler to run every X (15) minutes using the crontab
Once saved, click on detail.
Create conditions for the scheduler via the "Add Condition" button:
Important filters to fill in:
- case waiting for time Y (120 min)
- current case assignment: case is waiting in the agent's inbox
- status NEW/OPEN
and any other filters if desired (queues/channels/tags etc)
Then click on "Add a new job" and choose "Unassign case from inbox" as the action.
3. Turn the Scheduler ON
And like this, we made sure that the cases do not get stuck in the inboxes :)