Support Ticket Escalations - Revision history

SarahK at 20:48, 11 May 2022

2022-05-11T20:48:42Z

SarahK at 18:49, 5 May 2022

2022-05-05T18:49:33Z

SarahK at 21:44, 14 April 2022

2022-04-14T21:44:00Z

SarahK at 22:35, 1 March 2022

2022-03-01T22:35:37Z

Lawrence at 14:53, 24 February 2022

2022-02-24T14:53:16Z

AlexN: /* Setup */

2021-08-15T06:12:45Z

‎Setup

AlexN: /* Setup */

2021-08-15T06:12:27Z

‎Setup

AlexN: /* Setup */

2021-08-15T06:11:55Z

‎Setup

SarahK at 13:45, 4 August 2020

2020-08-04T13:45:41Z

SarahK at 19:54, 8 May 2020

2020-05-08T19:54:49Z

← Older revision		Revision as of 20:48, 11 May 2022
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−	Ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.	+	Ticket escalation rules allow you to specify actions to take automatically if a [[Support Tickets\|support ticket]] is in a specified state for a set period of time.

	You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules''' or, prior to WHMCS 8.0, '''Setup > Support > Escalation Rules'''.		You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules''' or, prior to WHMCS 8.0, '''Setup > Support > Escalation Rules'''.

@@ Line 1: / Line 1: @@
 Ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.
-You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules'''.
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules''' or, prior to WHMCS 8.0, '''Setup > Support > Escalation Rules'''.
 == Configuring Escalation Rules ==
-You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.
+You can select the departments, statuses, and priorities that an escalation rule applies to. For example, in the example below, low and medium priority tickets will change to high priority, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.
 The following merge fields are in the '''Add Reply''' box:
@@ Line 17: / Line 17: @@
 ===Setup===
-WHMCS 7.0 and earlier require a dedicated cron task entry for escalations.
+WHMCS 7.0 and earlier require a dedicated cron task entry for escalations:
 <div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations</div>
-Note the space between <tt>cron.php</tt> and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes).
+Note the space between <tt>cron.php</tt> and <tt>do_escalations</tt>. The command will only run the escalations task for the cron job. Configure this to run once every few minutes (we recommend every 3–5 minutes).
 <div class="docs-alert-warning">
@@ Line 27: / Line 27: @@
 </div>
-===Notes===
+===Escalation Behavior===
 Escalation rules only apply to tickets that customers submitted after the escalation rule's creation. Existing tickets will not escalate automatically.
 Escalation rules apply to every ticket that meets the specified conditions. If nothing happens to ensure that the ticket doesn't meet the conditions, the escalation rule will continue to affect the ticket. It will only stop affecting the ticket when it no longer matches the escalation rule conditions.

@@ Line 1: / Line 1: @@
 Ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.
-You can access these at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules'''.
+You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules'''.
 == Configuring Escalation Rules ==

← Older revision		Revision as of 22:35, 1 March 2022
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−	~~Under~~ '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules'''~~, ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time~~.	+	Ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.
		+
		+	You can access these at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules'''.
		+
		+	== Configuring Escalation Rules ==

	You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.		You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.

← Older revision		Revision as of 14:53, 24 February 2022
Line 1:		Line 1:
−	Under '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings ~~> Support~~ > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.	+	Under '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.

	You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.		You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.

@@ Line 20: / Line 20: @@
 <div class="docs-alert-warning">
- If you are running WHMCS 7.1 or later, this is NOT necessary.
+If you are running WHMCS 7.1 or later, this is NOT necessary.
 </div>

@@ Line 1: / Line 1: @@
-Under '''Setup > Support > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.
+Under '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Support > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.
-You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after 4 hours with no response.
+You can select the '''Departments''', '''Statuses''', and '''Priorities''' that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.
-The following merge fields are in the Add Reply box:
+The following merge fields are in the '''Add Reply''' box:
-[NAME] - Ticket Submitter Name<br>
+ [NAME] - Ticket Submitter Name
-[FIRSTNAME] - First Name<br>
+ [FIRSTNAME] - First Name
-[EMAIL] - Ticket Submitter Email<br>
+ [EMAIL] - Ticket Submitter Email
 [[Image:Ticketescalations.png|650px]]
@@ Line 13: / Line 13: @@
 ===Setup===
-WHMCS 7.0 and earlier require a dedicated cron task entry for escalations. If you are running WHMCS 7.1 or later, this is '''no longer''' necessary.
+WHMCS 7.0 and earlier require a dedicated cron task entry for escalations. If you are running WHMCS 7.1 or later, this is '''not''' necessary.
 <div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations</div>
-Note the space between cron.php and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes).
+Note the space between <tt>cron.php</tt> and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes).
 ===Notes===