Escalate tickets
Create escalation rules - for example if ticket is not responded to or resolved within a certain amount of time assign the ticket to XY.
Available in HESK Cloud Plus
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Anonymous commented
I was thinking something slightly different, if after X mins the ticket is not answered, it resends an email to Support and also allows you to CC a bunch of people (perhaps management)
Usually when a ticket goes unanswered, simply bouncing it around would not be enough, it also needs to involve people higher up company food chain
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David Crisp commented
This could also be part of a more overarching 'workflow' system.
I was going to suggest automatic resolution of tickets in certain categories (as I use HESK for Phone Call records too) but this would make more sense.
A very basic system of rules the user could set that says if a ticket is in Category A for B amount of time do C
This could easily then be triggered by chron running every minute or so, and allows a ton of expandability in the system.
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Mark commented
This feature is a must these days.
A simple implementation of this could be:
1. user submits ticket
2. the ticket gets unanswered for x hours (Hesk can check this via cron)
3. Hesk then re-assigns that ticket to another staff/adminThat's about it.
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Ben commented
Could you please realize this feature in HESK in the next update or is there another solution?
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Curio Sus commented
Any update on this? This is an important feature of other helpdesk software. I consider this a very strong selling point. This feature will make Hesk stand above the rest and make it a professional-grade software.
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Seb commented
+1
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Kevin Haughton commented
I agree I feel that is really needed to really keep track of workers progress
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James Bellinger commented
Time or no-response is what most support packages provide...
It would actually be more useful (for some people at least) if the *user* could escalate the ticket. Specifically, if the person giving support is not helping them, a 'Reassign to engineer' or whatnot that they could choose to reassign the ticket...
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Iwekani Mukoma commented
This feature is really needed.
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afeer commented
Auto ticket escalation after specified time range may be very good feature. Kindly include this feature, other efforts of hesk team are appreciated.
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Gitesh commented
Yes off course escalation rule is more required. It will be helpful to resolve tickets with level wise support system.