Tickets and SLAs

hi guys,

Is it possible to do something similar to zendesk where if a ticket is exceeding sla times, notify staff?

For example, ticket has come in via email, generic response sent. Our SLA states that our staff must have contact within 1 business hour. If there is nothing added to the ticket within one hour, maybe the ticket manager gets emailed?

Also, please add automatic refresh of the ticket window :)

Big "+1" on the automatic ticket refresh. ...AND some kind of visual alert when there are new tickets in the inbox.

Thanks for your suggestions. It sure make sense. We'll seriously look at it.

thats a +1 from me too!

Austin

Interlink 1.0.7 for CommitCRM has been released with our new SLA Manager Module. The SLA Manager will allow you to define rules so if a ticket exceeds your SLA time it can notify staff, reassign ticket, change priority, etc.

More details and screenshots in this post