Request call back/escalation of request button in service portal

[Jon Green]

We are looking to see if there is a way for a customer to request a call back or escalate an existing request as we are finding that we get numerous calls chasing existing requests and would like to implement something to monitor this and reduce the demand. Ideally when a customer requests a call back / escalate then the sub status would change to allow these to be prioritised for a urgent response. 

Any advice would be gratefully received.

Thanks

Jon

[Guest Mary]

Hi @Jon Green

Customers can provide updates and comment on existing requests via the portal. This allows customer follow up/ chase without your teams receiving numerous calls. 

Visual indicators such as the lastupdateby field on the request list will be beneficial https://wiki.hornbill.com/index.php?title=Request_List

 

[Jon Green]

We currently have updates coming through on the portal, however we would like to differentiate these updates from escalations by the customer so that we can prioritise and agree an SLA for escalation responses (i.e. we will call back in 1 hour upon customer escalation). Is this not currently possible, or is there any other way of achieving a similar result?

Thanks