We have our tickets set to escalate after 2880 minutes. This generally works well for our customer service reps and ensures that customers receive a prompt response. On Mondays we get a lot of tickets that escalate because two business days have past. The ticket escalation prevents the reps from going into the various queues and answering questions. Is there a way to have tickets only escalate to one person like a ticket dispatcher or bypass the Escalation queue to go into the regular queues? Escalation is an important tool, but we don't want it to block reps from going into the standard queues. Can this goal be accomplished by changing permissions on the reps or creating some special group that only receives escalation warnings? Our current workaround is to assign each of the escalated tickets to a specific person. This removes them from the escalation queue, but may dump too much work onto one person. This extra step takes time that we would like to avoid. Thanks for your help. Travis Murdock travis@cloudmark.com +1-415-543-1220 x 207- office _____ I've stopped 35,743 spam messages. You can too! One month FREE spam protection at www.cloudmark.com http://www.cloudmark.com/spamnet?v1 http://www.cloudmark.com/spamnet?v1
Hi Travis, On Mon, Jun 23, 2003 at 02:47:04PM -0700, ______@cloudmark.com wrote:
We have our tickets set to escalate after 2880 minutes. This generally works well for our customer service reps and ensures that customers receive a prompt response. On Mondays we get a lot of tickets that escalate because two business days have past. The ticket escalation prevents the reps from going into the various queues and answering questions.
Is there a way to have tickets only escalate to one person like a ticket dispatcher or bypass the Escalation queue to go into the regular queues?
Escalation is an important tool, but we don't want it to block reps from going into the standard queues. Can this goal be accomplished by changing permissions on the reps or creating some special group that only receives escalation warnings?
Our current workaround is to assign each of the escalated tickets to a specific person. This removes them from the escalation queue, but may dump too much work onto one person. This extra step takes time that we would like to avoid. Thanks for your help.
I'm not sure, but maybe this will help you. There is a possibility to catch all escalation tickets and move it ot an other queue (or do something else with it). Use the GenericAgent and an job like that: [...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/mailprogram/for/notifications', }, }, # -- [...] If you write a little shell program for escalation notifications, put it into "CMD" (or remove it).
Travis Murdock
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 11:00am up 128 days, 20:25, 7 users, load average: 0.30, 0.13, 0.14
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Martin Edenhofer -
travis＠cloudmark.com