Tickets and SLAs

[hayden]

hi guys,

Is it possible to do something similar to zendesk where if a ticket is exceeding sla times, notify staff?

For example, ticket has come in via email, generic response sent. Our SLA states that our staff must have contact within 1 business hour. If there is nothing added to the ticket within one hour, maybe the ticket manager gets emailed?

Also, please add automatic refresh of the ticket window :)

[lpopejoy]

Re: Tickets and SLAs

Big "+1" on the automatic ticket refresh. ...AND some kind of visual alert when there are new tickets in the inbox.

[Support Team]

Re: Tickets and SLAs

Thanks for your suggestions. It sure make sense. We'll seriously look at it.

[aaspeer]

Re: Tickets and SLAs

thats a +1 from me too!

Austin

[jim@dsolutionsgroup.com]

Re: Tickets and SLAs

Interlink 1.0.7 for CommitCRM has been released with our new SLA Manager Module. The SLA Manager will allow you to define rules so if a ticket exceeds your SLA time it can notify staff, reassign ticket, change priority, etc.

More details and screenshots in this post