Customer Escalations - ability to identify & report on these

[ljbrown]

We'd like to introduce a new mechanism for capturing when customers escalate/chase for updates on their tickets and establish a way to report on these. Looking for some guidance please on the best way to achieve this, could we automate the flagging of an escalation by introducing a button within the employee portal for a customer to chase their request? If the only option is for a manual flag, would the best way be to introduce a custom field within the summary section which ICT staff can select when needed and then report on these?

[Steve Giller]

Currently doing this manually with a Custom Field in the Details section is the only practical way to do this.

I've tagged this as an Enhancement Request (having a "chase" button rather than manually checking if an email is an update or a chase) and I'm aware that Development have seen the post - although this doesn't mean it will be added it will at least be considered.

[ljbrown]

That's great thank you for your response Steve, I'll feed this back to our senior management and will keep a look out for any future enhancements.

[Salma Sarwar]

Hi,

 

This would be a great feature, it should also show how many times a customer has escalated the ticket providing different workflows to be configured depending on the number of escalation attempts. e.g. first escalation to go to the team lead, 2nd escalation to go to the departmental lead and 3 or more to go up the hierarchy.

Kind Regards,

 

Salma

[Sam P]

+1 from me, this would be v useful. Thanks