Tags: Customer Support Tools

Escallate Support Ticket After X Minutes

We are setting up the Customer Support part of WORKetc so that our tier 1 support folks are notified when a new ticket is created. In most cases they are able to at least start looking at new tickets within a few minutes. But, sometimes a ticket sits for too long before anyone picks it up.

We would like to have a mechanism to generate an automatic email to a second set of addresses (tier 2 support) if a new ticket has been sitting for x minutes.

With the system we are migrating from a ticket comes in in "unassigned" status. We created a rule that says "notify tier2@domain.com if a ticket is in unassigned status for more than 30 minutes".

I would imagine this could morph into a whole rule/workflow management module (ie, notify if project tasks are late, notify if xyz happens), but the biggest need I see is notification of new tickets that aren't started so that we don't let the sit.

Great product, by the way.

Dan