simonadams 0 Posted March 8 Share Posted March 8 Hi All New customer here , we are aware that an Licenced User/Agent can escalate in Service Manager but what is available to a user to escalate their SR/Incident ? Regards Si SBC Link to post Share on other sites
Steven Boardman 584 Posted March 12 Share Posted March 12 Hi @simonadams A supported end user is able to add a new update or comment on an existing update in the request, there is no specific escalate option / button on the self service ticket view. Customer update's are flagged to the support team or owner via the chosen notification options (email and or Hornbill notification) for a customer update. Steve Link to post Share on other sites
simonadams 0 Posted March 22 Author Share Posted March 22 Thanks for responding, I was hoping that a team manager would be able to see escalations from a user, a good metric to use regarding how well we are performing, do we have a prioritisation matrix issue Link to post Share on other sites
AmyW 2 Posted April 7 Share Posted April 7 It would also be helpful to us to enable our customers to escalate a request so that it can possibly alert more people than just the owner in case they aren't available, it will also help reduce the customer ringing us to escalate requests as well Link to post Share on other sites
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