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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 41 Join Date: Aug 2005 | Fix SLAs, escalations!!!!!!!!!!!!!!! -
16-11-2006, 02:53 PM
So frustrating to have a "ticket support system" that does not do *important* escalations and follow SLAs. CORE FUNCTIONALITY! why are you working on MB integration etc when the base system is so broken???? SLAs are not based on the set time zone = 10 hours out for us. It is based on due times which is broken as it is - we can't reset a due time to x hours after a response... we have to wait for the customer to reply, what kind of follow up is that? Fix this before adding more buggy "features". So many problems at the moment and nothing is happening... |
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(#2)
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| Member Posts: 52 Join Date: Apr 2006 |
17-11-2006, 01:04 AM
Can not agree any more, the SLA just doesn't work, pls see my post SLA Schedule timezone? The ticket also sunk down for more than 2 weeks. |
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| escalations, fix, slas |
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