Support Ticket escalation -- send SMS message

[brianoz]

Am I missing something, or is there no solution for escalating support tickets to send an SMS when the ticket escalates?

 

If there was an escalation hook, this would be very easy to implement - I couldn't find one when I searched the hooks documentation pages though.

 

Anyone got any ideas on how to do this? Hopefully I'm missing something really obvious here?

 

For anyone wondering, this is really useful when you have a low volume help desk over the weekend, and get messages when tickets are not attended to in time.

 

There is an addon that will send SMS when a ticket is created, but I couldn't find anything that would send SMSes when a ticket got escalated, even if it's running separately from the WHMCS escalation mechanism (and I'd prefer to work within WHMCS's implementation).

 

To make it work, we simply need an escalation hook point, and perhaps an "Optional Hook Argument" field on the WHMCS ticket escalation page.

[WTCOI]

Brianoz,

Did you ever find a way to hook into escalations?

I'm trying to find a way to run some custom code when a ticket is escalated too.

[othellotech]

You dont need a 'hook' -a simple php cron to find unanswered tickets and pipe them to your SMS provider is all you need.

[tbenoit]

If your SMS provider accepts email you can setup a separate WHMCS Administrator user and use the SMS email address as that user's contact email address. Then set your escalation rule to notify that admin.