Internal Escalations

[grega]

Hi,

While I understand that there is a way to escalate tickets based on SLA, we need a way to escalate a ticket to another internal department manually

Out requirements are:

1. The escalation must be hidden from the customer
2. The comments / notes must be traceable
3. There should be some kind of notification that a ticket has been escalated.

For example we have a support ticket that comes in that can't be handled by our 1st line support, we need a way to pass this onto a second tier of support.

The second team will then add notes or comments to the ticket and send it back to first line support, who then replies to the customer and resolved the problem.

While there are way to do this in Kayako, we can't find a way to automatically alert the second team that a ticket has been assigned to them, the problem is that thier primary role is not support and they handle it purely on a adhoc basis.

How do other organisations handle this scenario?

Please advise.

Thanks,

Gregory Alexander