This feature is available in CRMdesk Professional Edition only.
Usage
Escalation Rules are used to ensure that no questions are left “unattended” for a long time. After a question has not been processed for a certain user-defined period of time, an automatic notification about that can be sent to the assignee. In addition, before the notification is sent, the question can be reassigned to another Support Desk User.
To define the new assignee (where applicable) and which (or none) notifications to send to customers and support staff, the system uses:
- The product and the area of the question;
- The time period in hours since an event occurred: the question was created or it was assigned a certain status;
as well as the presence of user-defined character strings in:
- Opener’s name;
- Question summary;
- Question body;
- Customer and question custom fields’ values.
Path
Setup tab – Workflow – Workflow Rules - Escalation Rules section
Procedure
To change a Rule, click on the Rule description in the list. To create an Escalation Rule, press the Add Rule button below the Escalation Rules list. You can also change the order in which the Rules are applied during question processing by pressing Move Up or Move Down buttons next to the Rules’ description in the list. The Rule at the top of the list is applied first, and the Rule at the bottom is applied last.
Example
You want to make sure that your staff member John Donne necessarily reviews all questions pertaining to the Purchase area of the SuperWebSiteEditor product within 12 hours after they were created or 24 hours after they have been assigned the Pending status. In addition, you want to notify the customer with a ‘Standard Reassign’ message.
You should create the SuperWebSiteEditor product and the Purchase area within it.
You will also need to create an email notification template for this purpose and title it ‘Standard Reassign’.
Then, you create two Escalation Rules:
- Rule 1: if past 12 hours since the Date Created and product is SuperWebSiteEditor and area is Purchase then assign to John Donne and notify customer with Standard reassign.
- Rule 2: if past 24 hours since the Pending and product is SuperWebSiteEditor and area is Purchase then assign to John Donne and notify customer with Standard Reassign.
Next: Mail Rules Maintenance