💤Idle Ticket Rules

🎯 Definition: A ticket that sits too long without meaningful progress.⚡ Rules:

• One staff per ticket at a time.

• If no staff reply in 3+ minutes, another can take over.

• If staff keep sending messages without moving forward → bot flags as farming.

🛠️ Protections:

• If waiting on customer → use /waiting_customer to pause idle timer.

• If no one is awake → bot posts: “No active supporters right now. Please wait until someone logs in.” KPIs are paused until a clock-in.

✅ Example:

• Ticket open 20 mins, staff sends “try this / try that” every 5 min with no solution → flagged.

• Manager notified for review.

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🔑 Why this system works

• Fair: CSAT disputes protect staff from unfair negatives.

• Motivating: Clear team & personal goals = everyone knows what “good” looks like.

• Customer-first: FRT + Resolution times ensure no dragging.

• Abuse-proof: Idle & farming detection keeps pay tied to quality, not spam.