Blog

Ticket Escalation Rules

Escalation rules decide what action to perform on an overdue tickets.

Escalation rules automates various operations on tickets – you can decide what operation you want to perform on individual tickets at particular time.

Escalation rule is executed by software once the your ticket assigned to a SLA Plan is marked as overdue.

A ticket has become overdue that means it has not been serviced. Then what do you do? Escalation rules are defined to take care of overdue tickets. When a ticket is marked as overdue the software executes escalation rules.

Escalation Rule has two parts –

A) Condition — If condition is satisfied Action will be executed — Here condition is SLA.

B) Action to perform — It includes various options listed below

• Assign to Staff : You can select the staff to whom you want to escalate or assign the ticket
• Move to Department : Destination Department
• Change Priority : You can change ticket priority
• Change Status : You can change status of ticket

Auto Ticket Follow up

Follow up is nothing but a delayed reply to a ticket — You may come across a situation where you know the reply to a ticket but you want to delay the reply by some time.

Vision Helpdesk allows you to delay reply with Follow up option — This option allows you to set up follow up time while replying ticket — that mean you just need to reply ticket and add follow up time. The software will record the follow up time and will only send the reply to client when follow up time occurs.