SLAs -> Auto e-mail to ticket submitter on overdue (according to SLA)

bwong@patton.com

Is there a way to create an auto response for tickets that reach the Overdue time limit?

We want to inform customers that their ticket is still in process, but didn't get to their ticket within the alloted time.

Siora · 12-06-2007, 12:06 PM

I agree as well, especially for those that have external conditions placed on this feature. IE. you ticket is free if not solved in 1 hour. A message telling the user that since the time expired, they will not be required to pay for the ticket.

limbo · 27-06-2007, 08:46 PM

I need this feature yesterday!

Brendan.main · 23-07-2007, 07:44 AM

This is a good suggestion. Could also add that it would email the staff member that was assigned to the ticket that the ticket is overdue!

ezpz · 27-08-2007, 09:08 AM

ditto - agree

craigbrass · 27-08-2007, 09:25 AM

Totally back this up now you brought it back up.

AndyHCPS · 09-10-2007, 10:49 PM

A much needed feature that will reasure clients that there request is being looked at.

quipment · **General way of setting auto responders -** 19-11-2007, 08:45 PM

We also like this functionality. We think it would be a good idea to provide a more general way of setting auto responders so you are able to set it yourself. For example we like to also have an auto responder if a (custom)field or priority has been changed.

**Jamie Edwards** · 31-01-2008, 12:37 PM

This request has been implemented and will be available in Version 4.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
The SLA system explained with example implementation	Matthew	SupportSuite, eSupport and LiveResponse	29	27-08-2008 01:39 PM
Free Create links in ticket emails that auto login and go to the ticket	khoffman	Modifications & Addon Releases	41	11-04-2008 03:04 AM
SLA, Groups, Severity Options	Brendan.main	Duplicate Requests	5	23-07-2007 11:58 AM
SLA Plan bug/problem on overdued ticket	iHubNet	SupportSuite, eSupport and LiveResponse	2	13-03-2007 07:20 AM

bwong@patton.com Offline New Member Posts: 15 Join Date: Jan 2007	SLAs -> Auto e-mail to ticket submitter on overdue (according to SLA) - 11-06-2007, 08:58 PM Is there a way to create an auto response for tickets that reach the Overdue time limit? We want to inform customers that their ticket is still in process, but didn't get to their ticket within the alloted time.

Siora Offline Member Posts: 1,299 Join Date: Apr 2007 Location: Toronto Canada	12-06-2007, 12:06 PM I agree as well, especially for those that have external conditions placed on this feature. IE. you ticket is free if not solved in 1 hour. A message telling the user that since the time expired, they will not be required to pay for the ticket. Siora Solutions Inc. www.sioraIT.com

limbo Offline New Member Posts: 22 Join Date: Jun 2005	27-06-2007, 08:46 PM I need this feature yesterday!

Brendan.main Offline New Member Posts: 17 Join Date: Feb 2007	23-07-2007, 07:44 AM This is a good suggestion. Could also add that it would email the staff member that was assigned to the ticket that the ticket is overdue!

ezpz Offline New Member Posts: 1 Join Date: May 2006	27-08-2007, 09:08 AM ditto - agree

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	27-08-2007, 09:25 AM Totally back this up now you brought it back up. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

AndyHCPS Offline Member Posts: 30 Join Date: Jul 2007	09-10-2007, 10:49 PM A much needed feature that will reasure clients that there request is being looked at.

quipment Offline New Member Posts: 19 Join Date: Oct 2007	General way of setting auto responders - 19-11-2007, 08:45 PM We also like this functionality. We think it would be a good idea to provide a more general way of setting auto responders so you are able to set it yourself. For example we like to also have an auto responder if a (custom)field or priority has been changed.