Advice/Ideas??
Hi All,
We have the following scenario we want to achieve. I have tried looking at this from a viewpoint of SLA's, Groups, Business Rules but can't seem to get to a solution.
The basics are as follows:
A support consultant places a request on the helpdesk, and informs the client he will call back in 2 hours. We need some sort of process to flag this up when the time comes around. I have looked at entering a "follow-up" task, which is ok if the support person is at the home screen, and monitoring his/her tasks. The people here tend to be sat at the request view looking at "my open or unassigned" so they can see email requests and deal as they come in.
We operate in an enviroment where we could have 10-20 client requiring call back at different times, and it is difficult for the support consultants to keep monitoring this information.....
Ramble over, any ideas gratefully received :D
We have the following scenario we want to achieve. I have tried looking at this from a viewpoint of SLA's, Groups, Business Rules but can't seem to get to a solution.
The basics are as follows:
A support consultant places a request on the helpdesk, and informs the client he will call back in 2 hours. We need some sort of process to flag this up when the time comes around. I have looked at entering a "follow-up" task, which is ok if the support person is at the home screen, and monitoring his/her tasks. The people here tend to be sat at the request view looking at "my open or unassigned" so they can see email requests and deal as they come in.
We operate in an enviroment where we could have 10-20 client requiring call back at different times, and it is difficult for the support consultants to keep monitoring this information.....
Ramble over, any ideas gratefully received :D