Several level escalations and alerts

cah · **Several level escalations and alerts -** 13-06-2009, 10:02 AM

Hi All,

Is it possible to adhere these rules in Kayako? How do I setup the SLA, Escalation and Ticket Alerts to follow this? Any input greatly appreciated.

No response in 30 minutes, send email alert to supervisor, tech support
No response in 1 hour, send email alert to supervisor, tech support, manager
No response in 2 hours, send email alert to supervisor, tech support, manager, general manager
Not closed in 24 hours, send email alert to director

netaddict · 13-06-2009, 11:34 AM

Have you had a read of The SLA system explained with example implementation

It's a excellent thread to help you along the way.

cah · 13-06-2009, 04:55 PM

Yes I have read that thread. Still a bit unclear though. This means I need to add 4 statuses (e.g. Escalated I, Escalated II, Escalated III, Overdue), 4 SLAs (Due 30 mins Escalated I, Due 30 mins Escalated II, Due 1 hr Escalated III, Due 22 hrs Overdue) and 4 Escalation rules am I correct?

How do I setup email alerts to different addresses on each escalation? And how do I set alerts on 'not closed'?

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netaddict Offline Member Posts: 117 Join Date: Mar 2008 Location: Adelaide, Australia	13-06-2009, 11:34 AM Have you had a read of The SLA system explained with example implementation It's a excellent thread to help you along the way.