[WHMCS] Ticket Escalation

Customer service is a big part of offering web hosting. If you don’t provide timely responses to your clients tickets you may find your customers getting frustrated which is why in WHMCS you should use the automated ticket escalation feature to flag tickets that have had no responses for a certain period of time.

  1. Login your WHMCS admin area and navigate to: Setup -> Support -> Escalation Rules
  2. Click “Add New Rule”
  3. Fill in the new escalation rules:
    Name: This is just something for you & your admins to reference to easily.
    Departments: This is the departments that you want to have guaranteed response times & escalation rules for.
    Statuses: By default you should select Open & Customer-Reply though this can change if you have custom ticket statuses
    Time Elapsed: Set the minutes since last reply in this field (this would be minutes since last reply from an agent if you are basing it on the above ticket statuses)
    Actions: (Department, Status, Priority, Flag To, Notify Admins & Reply: This are all optional actions for when an automated escalation rule is met. Choose which ones you would like to apply to this escalation rule.
  4. Scroll down & click “Save Changes”

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