So you want the agent who's handing it off to tell the customer who the new agent is and why it's being escalated, yet the new agent may not address the ticket for a few hours? What's the difference to the customer in this few hours wait? 

What I mean is: If the ticket is being escalated and you tell them that it's being escalated but please wait a few hours (or no indication that there is a wait on escalation) versus handing it to the new owner and the new owner being the first introduction several hours later, "Hi, I'm agent001. I'm taking your ticket because ..." 

On the one hand, thanks for telling me it's being escalated. On the other, if it takes a few hours from "escalation" to "addressed", will I as your customer know or care what the difference is? Especially, your SLA clock is usually still ticking at this point anyway.

On Tue, May 10, 2011 at 12:20 PM, Hugh Kelley <hugh.kelley@gmail.com> wrote:
Yes, that's another option - however (at least in our dept.) it might be a few hours before that other agent picks it up.

It seems like it would be better customer service and a more efficient workflow to have the person who is already touching the ticket generate the message.

If there isn't a way to allow this via sysconfig then I'll move the topic to IdeaScale.

Thanks for the input,
Hugh



On Tue, May 10, 2011 at 11:09 AM, Gerald Young <crythias@gmail.com> wrote:
When the new owner sends a Reply, he can address all these issues.


On Tue, May 10, 2011 at 10:34 AM, Hugh Kelley <hugh.kelley@gmail.com> wrote:
Thanks for the suggestion.  We used those notifications originally but they weren't quite the right fit:
- customers don't get much reassurance from a system-generated message
- it doesn't give the agent a chance to explain why the issue has to be transferred/escalated

I want to force the agent to write something that explains the situation to the customer.

Hugh


On Tue, May 10, 2011 at 10:24 AM, Grzegorz Szostak <szostak.grzegorz@gmail.com> wrote:
Check notification(event) option from administration menu.



-- Sent from my Palm Pre

On 10 May 2011 14:13, Hugh Kelley <hugh.kelley@gmail.com> wrote:

I am trying to encourage our "front-line" agents to let customers know whenever a ticket has to been transferred to another agent.

At present, the change of ownership is accomplished via a note, which is not emailed, so the customer does not see it.

Is there any way to make the "owner" field available in the AgentTicketCompose window?

Are there other ways that people have accomplished this?

Hugh
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