Escalation Rules

  • Resolved mauzilla

    (@mauzilla)


    4 years, 1 month ago

    Hello,

    Do you offer escalation rules in any of your plans (like if a ticket has not been replied to in x hours, send admin a notification?)

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Contributor Nikhil G

    (@nsgawli)

    Hello,
    You can use the SLA add-on. You can set SLA policies in settings with conditions and time. Whenever there is any activity in ticket e.g. create ticket, change status, reply ticket, etc. SLA policies are checked for it and add first matched policy time to it.

    If the ticket goes out of sla then the plugin sends a notification for support staff. You can change email details and recipients in the email notification setting.

    Thread Starter mauzilla

    (@mauzilla)

    thanks just purchased it

Viewing 2 replies - 1 through 2 (of 2 total)
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