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Notifications about overdue tickets

Discussion in 'Developing, APIs and extending' started by IvanM, Jun 10, 2016.

  1. IvanM

    IvanM New Member


    Is there any way in Kayako to set such thing up:

    For example, the customer creates a ticket, and if no one answers to him in 15 minutes, the administrator gets a notification about it to email (or somewhere else).

  2. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hi Ivan!

    This can be achieved by using SLA and Escalations in Kayako. You can create an SLA plan and define the Reply and Resolution Due Deadlines as per your requirements. Further, create an Escalation rule that will be automatically fired and add set a RED flag on ticket that failed to meet the deadline.

    Based upon the color of the flag, define a criteria under: Staff CP > Home > Notifications > New > Tickets, and under the Email tab, select the admin member for this failure deadline activity.

    If you come across any problem in defining this flow for your Kayako, just go ahead and chat with us and we will help you in getting this done.

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