How to send an alert mail for overdue tickets - Kayako

sureshkumar.mr · **How to send an alert mail for overdue tickets -** 04-02-2007, 07:34 AM

An alert mail needs to be sent to the team when a ticket is Overdue. How to configure this?

supportskins · 04-02-2007, 11:18 AM

You need to configure the SLA to escalate the overdue tickets hence setting the software to send an email alert when a ticket is escalated.

colea · **How? -** 06-02-2007, 07:14 PM

Hi Supportskins!

How would i do that? I have SLAs and escalation rules... however i cannot find where to configure the system to send an email to someone if a ticket gets escalated...

thanks!

Camilo

supportskins · 06-02-2007, 07:54 PM

You need to configure the SLA to change ticket priority when the ticket is escalated and at the same time you need to create a new ticket alert under:
Staff CP > Tickets > Alerts where the software should email the staff user when the ticket priority is changed.

colea · **thanks -** 06-02-2007, 08:10 PM

Thanks supportskins! Helpful as always

supportskins · 06-02-2007, 08:46 PM

Not a problem

ville · 22-10-2008, 09:25 AM

But what if I want an alert, lets say, 2 hours before ticket is going to overdue?

supportskins · 22-10-2008, 09:31 AM

I do not believe that is possible.

ville · 22-10-2008, 09:44 AM

That´s too bad. It would be nice to receive some kind of notification before SLA time is over..

supportskins · 22-10-2008, 12:29 PM

Yeah would be a neat feature. Feel free to add it as a feature request in the Feature Request sub-forums.

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sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	How to send an alert mail for overdue tickets - 04-02-2007, 07:34 AM An alert mail needs to be sent to the team when a ticket is Overdue. How to configure this?

supportskins Offline Senior Member Posts: 3,956 Join Date: Aug 2006 Location: Mumbai, India	04-02-2007, 11:18 AM You need to configure the SLA to escalate the overdue tickets hence setting the software to send an email alert when a ticket is escalated. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

colea Offline New Member Posts: 22 Join Date: Sep 2006	How? - 06-02-2007, 07:14 PM Hi Supportskins! How would i do that? I have SLAs and escalation rules... however i cannot find where to configure the system to send an email to someone if a ticket gets escalated... thanks! Camilo

colea Offline New Member Posts: 22 Join Date: Sep 2006	thanks - 06-02-2007, 08:10 PM Thanks supportskins! Helpful as always

supportskins Offline Senior Member Posts: 3,956 Join Date: Aug 2006 Location: Mumbai, India	06-02-2007, 08:46 PM Not a problem Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

ville Offline New Member Posts: 3 Join Date: Oct 2008	22-10-2008, 09:25 AM But what if I want an alert, lets say, 2 hours before ticket is going to overdue?

supportskins Offline Senior Member Posts: 3,956 Join Date: Aug 2006 Location: Mumbai, India	22-10-2008, 09:31 AM I do not believe that is possible. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

ville Offline New Member Posts: 3 Join Date: Oct 2008	22-10-2008, 09:44 AM That´s too bad. It would be nice to receive some kind of notification before SLA time is over..

supportskins Offline Senior Member Posts: 3,956 Join Date: Aug 2006 Location: Mumbai, India	22-10-2008, 12:29 PM Yeah would be a neat feature. Feel free to add it as a feature request in the Feature Request sub-forums. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/