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? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de
Hi Andreas, On Fri, Sep 06, 2002 at 12:00:51PM +0200, Andreas Haase wrote:
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?
Bye, Andreas
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider
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
On Tue, Sep 10, Andreas Haase wrote:
No ;) ... I think, it would be nice.
I had a discussion about this point with Martin two days ago and suggested that it would be a good thing to have some sort of soft- and hard-limit. I agree with Martin about the hard-limit. It has to be hard because otherwise it doesn't make any sence at all. The soft-limit would give some sort of alarm in advance of the hard-limit (e.g. pink background of the html page). But anyway the soft-limit is not so easy to impliment. Anybody who has a good idea: code it and check it into the cvs. Otherwise there will be no quick solution for this problem. But we won't forget it and will discuss it. Promise! cheers Stefan -- Stefan Wintermeyer Sir, you are a superb starship captain. But as a taxi driver, you leave much to be desired. (Spock) "Star Trek"
participants (3)
-
Andreas Haase -
Martin Edenhofer -
Stefan Wintermeyer