Feature Requests
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Escalate a ticket based on the date\time the ticket was opened (for SLA etc)
Under Consideration
Hi,
We need a way to escalate a ticket based on the date\time the ticket was opened.
Now we can set an Support Ticket Escalations based on Minutes Since Last Reply - we need the same thing but for Minutes/hours Since the ticket was opened (not instead of the Minutes Since Last Reply).
Thanks
I would go further:
we have different SLAs with different answer-times to tickets. I would therefore like a way to set ticket escalation rules linked to specific client-groups.
Adding the option to check or uncheck on which day escalation emails should be send would be great.
Currently during holidays and weekend, our customers who submit a support ticket will receive notifications during the weekend and holidays. I don't mind if they have a SLA. But for customers who don't, it's just sloppy.
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