Follow-Up Notification

Discussion in 'Using your helpdesk' started by alexfossa, Aug 12, 2012.

  1. alexfossa

    alexfossa New Member

    Hi,

    We make extensive use of follow-up, or should do....

    When we have a customer raise a ticket for a fault, we mostly raise a call with a supplier or call an engineer. Our customer SLA is quite tight, and after them raising a tickt we say we will get back to them in an hour.

    How can we set a follow up for us to call the customer in an hour. At the moment we do it by adding a note to the ticket. However notifications on adding a new note doesnt seem to work as an action from a follow up.

    If we add a note to a ticket, then yes, we get the email notification.

    Any other ideas on how we can notify in xx minutes. But just to staff, not to the customer.

    Many thanks,

    Alex
  2. Gary McGrath

    Gary McGrath Kayako Staff Staff Member

    Hi Alex,

    You can use the SLA system for this, if you configure the SLA's in the admin cp to apply a 1 hour response time. then configure the escalation for that SLA and configure that to email your staff.

    Gary
  3. alexfossa

    alexfossa New Member

    Hi,

    Yes, but how could we do it on a $variable follow-up. ie. we may want to follow up in 3 hours, or 24 hours.

    Thanks,

    Alex

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