Hello,
Now it is so, that we set up an escalation time for our ticket queues and if an employee doesn't answer one of his tickets within this time, it escalates. That's how it should work, i guess. But now it would be fine, if this employee could say "Resubmit this ticket after x minutes and don't block the ticket system in this time" or "Extend the escalation time to xy minutes". Is that possible to implement?
It would be possible. But, I think it's not a good idea. Because the escalation time will be 10 min later ... 20 min later ... 5h later ...
And the customer gets no response. The customer is angry.
The best way would be, that one agent takes responsibility of the ticket (locks the ticket) and will do some research to be able to answer the customer (maybe just for a feedback - working on it..).
Do you agree with me?
No ;) ... I think, it would be nice. For instance if an agent locks a ticket to handle it in the afternoon or so and in ne meantime the ticket escalates, all other see it again and the whole frontend gets blocked. It would be a good idea to grant the agents the right to delay tickets up to a certain time. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de