How can a user escalate their ticket within Hornbill ?

[simonadams 0]

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

[Steven Boardman 584]

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

[simonadams 0]

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

[AmyW 2]

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