Buenos dias estoy estudiando la app para mi uso, queria saber es posible mediante SLA o mediante reglas o filtros poder hacer que cuando un ticket expire por falta de respuesta, el mismo pueda ser reenviado a algun agente o a el admin de mesa de ayuda y si el mismo no lo puede resolver ir escalando hasta el gerente del area.

perdonen mi mal ingles

Good morning I am studying the app for my use, I wanted to know is it possible by SLA or by rules or filters to make that when a ticket expires for lack of response, it can be forwarded to an agent or the help desk admin and if it can not solve it go escalating to the manager of the area.

    jchirinos

    We do not have the concept of automatic escalation. You will need to manually assign/transfer the Ticket to the needed Agent/Team and/or Department.

    The only thing you can do on SLA overdue is send an Overdue alert to the Assigned Agent/Team, Department Members, and/or Department Manager.

    Cheers.

      Write a Reply...