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(#1)
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| Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK | Tickets -> Escalations -> Initiated by clients -
03-09-2007, 01:23 PM
I was just chatting to Jamie about this over the messenger and decided to post it for consideration. Basicaly, on a few help desks now I have seen the ability to have buttons inside a ticket to allow the user to escalate it to managament for example. This would be if the end user is not happy with the responces they are getting from the staff they are dealing with. The way I think it should work is there should be a number of conditions to show the button they should be :- - Time Passed (in Hours) - Number of Client Replies - Number of Staff Replies - Department - Status - Priority The title for the button should be defined inside the add / edit section. There should then be actions for the conditions on clicking. They should be :- - Assign to Staff - Move Department - Change Priority - Change Ticket Status Icon Headquarters - Its Elixir - Web2Messenger |
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(#2)
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| Senior Member  Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India |
03-09-2007, 03:20 PM
I totally back this up! 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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| Operations Manager  Posts: 5,429 Join Date: Jan 2006 Location: United Kingdom |
03-09-2007, 05:58 PM
For consideration in Version 4. -------------------------------------------------------------------
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| >, clients, escalations, initiated, tickets |
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