Problem
Tickets that stop making progress are invisible until a client complains or an SLA breaches. By then, the damage is done — the client is frustrated and the team is firefighting.
There's currently no way for the system to say: "Hey, this ticket hasn't moved in 3 days — someone should look at it."
Proposed Solution
Add automatic detection for tickets that appear stuck. A ticket would be flagged if any of these conditions are met (thresholds configurable by admin):
- Too old — open for longer than a configurable number of days (e.g., 3 days)
- Stuck in waiting — sitting in a waiting/paused status for longer than a configurable threshold (e.g., 3 business days with no update)
- Bouncing around — status has changed multiple times without reaching resolution (e.g., 4+ status changes, still open)
What happens when a ticket is flagged:
- Visual indicator on the ticket (a badge, color highlight, or icon) — the Custom Badges feature could be used for this
- A count of flagged tickets shown on the Agent Dashboard (e.g., "5 stuck tickets need attention")
- Optional: notification to the assigned agent or team lead
- Optional: automatic priority increase after a grace period with no action
Why This Matters
SLA tracking tells you when a promise is broken. Stuck ticket detection tells you when a ticket is drifting — it may not have breached an SLA yet, but nobody is actively working on it.
Catching stuck tickets early gives agents time to act: close it if the client never responded, escalate it if it's blocked on a vendor, or break it into smaller pieces if it's too complex to tackle as one task.
Problem
Tickets that stop making progress are invisible until a client complains or an SLA breaches. By then, the damage is done — the client is frustrated and the team is firefighting.
There's currently no way for the system to say: "Hey, this ticket hasn't moved in 3 days — someone should look at it."
Proposed Solution
Add automatic detection for tickets that appear stuck. A ticket would be flagged if any of these conditions are met (thresholds configurable by admin):
What happens when a ticket is flagged:
Why This Matters
SLA tracking tells you when a promise is broken. Stuck ticket detection tells you when a ticket is drifting — it may not have breached an SLA yet, but nobody is actively working on it.
Catching stuck tickets early gives agents time to act: close it if the client never responded, escalate it if it's blocked on a vendor, or break it into smaller pieces if it's too complex to tackle as one task.