Send ticket to customer as an escalation option?

Everyday · **Send ticket to customer as an escalation option? -** 04-05-2009, 11:03 PM

We would like to setup escalation rules and do it in a way that makes the system follow up with the customer at intervals. So if a ticket goes 24 hours with no response from the customer it sends an email template and changes the status. Is there anyway to do this now or add this option?

supportskins · 05-05-2009, 06:28 AM

You will have to modify the source code to add such a feature. Hopefully Jamie or John can confirm which file you need to edit.

Everyday · 05-05-2009, 12:48 PM

If it's something that can be done by altering the code that's fine. Hopefully one of them see this and comment.

Everyday · 06-05-2009, 04:27 PM

Can anyone please comment on this? I contacted kayako support and they told me to post in the forum since they didn't provide support on customization.

Everyday · 10-05-2009, 03:19 PM

Bumping for an answer...

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Everyday Offline New Member Posts: 13 Join Date: Mar 2007	Send ticket to customer as an escalation option? - 04-05-2009, 11:03 PM We would like to setup escalation rules and do it in a way that makes the system follow up with the customer at intervals. So if a ticket goes 24 hours with no response from the customer it sends an email template and changes the status. Is there anyway to do this now or add this option?

supportskins Offline Senior Member Posts: 5,247 Join Date: Aug 2006 Location: Mumbai, India	05-05-2009, 06:28 AM You will have to modify the source code to add such a feature. Hopefully Jamie or John can confirm which file you need to edit. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

Everyday Offline New Member Posts: 13 Join Date: Mar 2007	05-05-2009, 12:48 PM If it's something that can be done by altering the code that's fine. Hopefully one of them see this and comment.

Everyday Offline New Member Posts: 13 Join Date: Mar 2007	06-05-2009, 04:27 PM Can anyone please comment on this? I contacted kayako support and they told me to post in the forum since they didn't provide support on customization.

Everyday Offline New Member Posts: 13 Join Date: Mar 2007	10-05-2009, 03:19 PM Bumping for an answer...