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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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| New Member Posts: 2 Join Date: Nov 2006 | is this possible - to have two levels of tech support -
30-11-2006, 02:44 AM
Dear All, I have a question I was hoping someone can help me with. I would like to have two levels of tech support on my kayako installation. So, the first level would receive all emails and if the first-level couldn't handle the request, the email would be promoted to the second level of support - Is this possible? Also, is it possible that when the ticket is promoted the second level support would receive an email letting them know a ticket is waiting? How would I go about setting this up in kayako? Any and all help most appreciated. Best Regards, Mike |
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(#2)
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| Member Posts: 345 Join Date: Mar 2006 Location: Manipal |
01-12-2006, 08:50 AM
Yes, you can set escalation rules. Admin CP >> Escalations |
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| levels, support, tech |
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