Dtorr1981 Posted June 10, 2016 Share Posted June 10, 2016 Hi all, I was wondering if there is an option to send an email in response to a ticket being raised by a customer, automatically after 10 minutes or (what ever time period) just to help manage their expectations? For example, Customer Creates Ticket No-one has picked up the ticket after 10 mins Automatic email sent advising that it is being escalated or passed to 2nd level support Or something like that, as i am on my own at the moment, obviously i am not always at my computer, thus if i cannot get to respond to a ticket in a timely manner it would be great to just email them from a 'virtual support team member' to ensure they do not feel like they have been abandoned. I'm sure my host has such a function as i get email replies from a guy called Bob, saying he will escalate to 2nd level support, but one of their team told me bob was a bot, he also sends the emails to close tickets. I've tried to google but cannot seem to find the right terminology for what this would be known as. If any one knows please could you let me know. Regards Donna 0 Quote Link to comment Share on other sites More sharing options...
Dtorr1981 Posted June 10, 2016 Author Share Posted June 10, 2016 Ok, i think i have found it, its called escalations. Regards Donna 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted June 10, 2016 Share Posted June 10, 2016 http://docs.whmcs.com/Support_Ticket_Escalations Found under Setup > Support > Escalation Rules, ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time. You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will be changed to high, a response will be automatically made to the client and an email sent to the members of the specific support department after 4 hours with no response. aahh... you found it yourself! 0 Quote Link to comment Share on other sites More sharing options...
Dtorr1981 Posted June 10, 2016 Author Share Posted June 10, 2016 I did, it just didn't click that this was called escalations. Early finish for me today, so have a great weekend. Regards Donna 0 Quote Link to comment Share on other sites More sharing options...
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