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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: 4 Join Date: Jan 2007 | What is the best way to handle different support levels? -
16-01-2007, 06:20 PM
Like many tech companies we have Level 1, 2 and 3 support. Cases get escalated from Level 1 to 3 depending on complexity and urgency. What is the best way to implement these levels in SupportSuite? Use different departments, or lables or staff groups? I appreciate any suggestions and feedback. - Ramon |
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(#2)
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| Senior Member  Posts: 3,679 Join Date: Aug 2006 Location: Mumbai, India |
16-01-2007, 07:29 PM
I suggest you use different departments and escalate the ticket according to its priority using SLA feature of the software. 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/ |
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(#3)
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| Chief Executive Officer  Posts: 2,829 Join Date: May 2003 |
18-01-2007, 05:50 PM
Agreed, Linking SLAs to specific priorities would be the best bet. Regards, Varun Shoor -------------------------------------------------------------------
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(#4)
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| New Member Posts: 4 Join Date: Jan 2007 |
18-01-2007, 06:25 PM
Thanks! - Ramon |
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| handle, levels, support |
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