Configure Ticket Escalation in projectfacts

Better Communication in the Home Office

An unanswered ticket is one of the biggest sources of frustration for customers and support staff alike. There are many reasons that can lead to long waiting and processing times. One of them is particularly concerning for many companies in connection with home office: insufficient communication among colleagues. When employees share a common office, a quick discussion about individual requests is easy. When colleagues work in different locations, it can be harder to coordinate who takes on which tasks. In the worst case, a ticket goes unanswered because responsibilities are unclear. The projectfacts ticket system can help you address this. In addition to the various options available — such as assigning a ticket owner — projectfacts offers you another option to avoid long waiting times for your customers.

Ticket Escalation in projectfacts

You can configure each of your ticket channels so that tickets escalate after a period of time defined by you. What exactly this escalation triggers is also something you can determine:

Releasing Ownership of a Ticket

Some tickets go unanswered because the colleague assigned as the owner did not have the opportunity to write a reply. However, since they are the ticket’s agent, colleagues are not notified of this situation by default — especially when working from different locations. They are therefore unable to assist with the work and spare the customer further waiting time. Escalation can be used here to release ownership of a ticket after a fixed period of time. The customer request is then pushed back into the channel without an owner and displayed again to all colleagues with the appropriate access.

Changing the Channel of a Ticket

Another reason for unanswered requests can be that no employee takes ownership of a ticket. Regardless of whether this is due to high workload or lack of coordination, escalation can help here as well. The feature allows tickets that remain without an owner for a certain period of time to be automatically moved to a different channel. This can make the ticket accessible to a larger group of employees who can then support the support team accordingly. For this purpose, you could, for example, create a channel called Urgent that includes a larger group of subscribers.

Escalation thus prevents delays for your customers and counteracts potential disadvantages of home office working.

Configuring Escalation

In your system configuration, you can set the rules for escalation. To do this, open the Configuration and select the Tickets category. Click on Ticket Channel and select the channel for which you want to define escalation rules. You will find the configuration options under the Workflows tab.