Kayako logo
SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.

Kayako develops robust helpdesk software, live chat and real-time visitor monitoring software.
Kayako is trusted by more than 30,000 organizations, including a number of Fortune 500 companies and government institutions.
Reply
 
LinkBack Thread Tools Search this Thread Display Modes
  (#1) Old
vineethshyam Offline
Member
 
Posts: 68
Join Date: Sep 2006
Important : Any way to support multiple Escalations - 12-10-2006, 09:18 AM

I have 4 levels of call priorities(P1,P2,P3,P4) with 3 levels of escalations.

At first level : All calls (any priority), are overdued after 24 hrs and are changed to escalated state.

At this state i want to apply different SLA plans for each call priorities.
Eg: P1 call - 36 hrs, P2 call -48 hrs, P3 call - 72 hrs, P4 call - 140 hrs.

How to support this without writing 4 SLA plans(With same overdue time : 24 hrs) at the initial stage.
   
Reply With Quote
  (#2) Old
Mahesh Slaria Offline
Member
 
Posts: 180
Join Date: Jul 2006
22-12-2006, 05:30 AM

Hi,

Quote:
Originally Posted by vineethshyam
I have 4 levels of call priorities(P1,P2,P3,P4) with 3 levels of escalations.

At first level : All calls (any priority), are overdued after 24 hrs and are changed to escalated state.

At this state i want to apply different SLA plans for each call priorities.
Eg: P1 call - 36 hrs, P2 call -48 hrs, P3 call - 72 hrs, P4 call - 140 hrs.

How to support this without writing 4 SLA plans(With same overdue time : 24 hrs) at the initial stage.
This is not possible yet, You have to write 5 different SLA plans. One for first escalation and four for each call priority as you described above.

Thanks.

Regards,
   
Reply With Quote
Reply

Tags
escalations, important, support

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On


Similar Threads
Thread Thread Starter Forum Replies Last Post
Help with setup to support multiple companies willp2 SupportSuite, eSupport and LiveResponse 6 05-10-2006 02:55 PM



Powered by vBulletin® Version 3.8.3
Copyright ©2000 - 2010, Jelsoft Enterprises Ltd.
Search Engine Optimization by vBSEO 3.3.2


1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78