Escalate Ticket

[PsyberMind]

Another thing I would love to see is an escalation method. Say for example, you have 2 departments. All support tickets go into , we'll say the Level 1 queue. Then, as things need higher attention. We can just hit "Escalate" and it will automatically Move the ticket to Level 2, AND send an automated email that says something like "Because of the nature of your request, this issue requires higher level attention. We have escalated your ticket, and a senior level administrator will be responding shortly" or something to that effect. This accomlished 2 things at once.

Segregates support departments so that the Higher level Administrators aren't worried about handling "How do I upload a file," and are able to concentrate on items of a more serious nature (DNS Failure, etc..)

It also lets the client know that SOMETHING is being done about the ticket. It's not just sitting there, collecting dust.

[jeremyotten]

+1000