Help with Kayako Workflow

[Dalton]

Greetings All -

We've been using Kayako for a couple of months now and are generally very happy with the application. I have a question regarding workflow that either Kayako Support can help with or a current user might be able to give m some insight:

We have ACCOUNT MANAGERS that receive the issues/tickets from their respective clients. If the ticket requires a member of the development staff handle, the ACCOUNT MANAGER currently just assigns the ticket to the development staff. The issue is that now the ticket "belongs" to the Development staff and if it falls through the cracks, then the Account Manager has to just remember to check on the tickets...and we all know humans will always forget.

Is there a better way to handle this that I havent seen? Since there is not any 'manual' or 'instructions', I havent really seen a way to assign a ticket without losing ownership.

Any help would be appreciated!

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[Hermelin]

I see no obvious way, Kayako is good but it's not a CRM and workflow are limited by design.

How many account managers do you have? A non-elegant way I could imagine is a custom staff-only field with their names + a filter on this field for each of them (and somebody responsible to put something in the field, most probably in the technical team, a couple clicks to go though).

Anne

[Dalton]

So far, we just have 3 Account Managers...but that number could double in the coming months. We are growing VERY rapidly and Id just like to create as solid of a workflow as possible.

Thank you very much for your response...I am suprised that there have been no other responses, expecially from Kayako staff.

[nimitz1061]

We have a similar situation. So far we have tried:

1. Developers que for temporary assignment
Initially flopped, because there are no default Alerts and we missed setting them. A bit better now that Alerts are set, but now we get too many alerts

2. "Programmer Needed" Label
Initially flopped, because there was no filter. Filter now in place, this helps a bit, and lets us keep the assignment with the Support Manager


Suspect we will end up with a combination of a Ticket Note - directing the coder to revert the ticket assignment to the Support Manager on resolution and the developers que.

David