SLA / Escalations FLAGS - SLAs

chrisarmer · **FLAGS - SLAs -** 04-08-2008, 06:34 PM

I would like to see more options added to the SLA section. If I want to specify a customer with a TOP PRIORITY I would like the ability to assign a flag to that customer so that everyone in the center knows THIS IS A VERY IMPORTANT CUSTOMER. Right now the only way to really do this is to set different due times. This doesn't give anyone the visibility we are after. Maybe coloring the whole ticket a certain color or making it have a flag by default when it is placed by a certain user would do the trick.

supportskins · 04-08-2008, 07:25 PM

This would be handy feature indeed!

***John Haugeland*** · 04-08-2008, 08:36 PM

This is relatively easy to implement using mail rules. Set a rule that matches the inbound address, go to the post-parse rules and set the "flag ticket" pulldown.

supportskins · 04-08-2008, 08:58 PM

Yes that is what I initially thought. However this will not work for ticket submitted from the Client Support Center.

chrisarmer · 06-08-2008, 08:46 PM

Yes. The reason why I would like it to be added to the SLA is because it would help us achieve the SLA that we have set for the customer. And as supportskins mentioned, it won't work when a client logs in and places a ticket. Also with over 4,000+ emails and different levels of clients based on price its hard to add a rule for each of those clients.

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supportskins Offline Senior Member Posts: 3,850 Join Date: Aug 2006 Location: Mumbai, India	04-08-2008, 07:25 PM This would be handy feature indeed! 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/

supportskins Offline Senior Member Posts: 3,850 Join Date: Aug 2006 Location: Mumbai, India	04-08-2008, 08:58 PM Yes that is what I initially thought. However this will not work for ticket submitted from the Client Support Center. 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/

chrisarmer Offline New Member Posts: 19 Join Date: Aug 2008	06-08-2008, 08:46 PM Yes. The reason why I would like it to be added to the SLA is because it would help us achieve the SLA that we have set for the customer. And as supportskins mentioned, it won't work when a client logs in and places a ticket. Also with over 4,000+ emails and different levels of clients based on price its hard to add a rule for each of those clients.