notifying techniciens when respond by and resolve by SLAs are exceeded
Hi, I was wondering what teh best way to configure email notificatiosn for exceeded SLAs.
We dont have automatic escalation enabled to assign to different support rep. when SLA are exceeded. My question is how to use these notifications without enabling esclaation to another support rep:
-sla escalation email
-first response escalation email
so far what i did is simply put checkmarks next to enable level 1 escalation for response time and resolution time, but i didnt specify any support rep or any action.
My hope is that thsi will send teh notification by email.
We dont have automatic escalation enabled to assign to different support rep. when SLA are exceeded. My question is how to use these notifications without enabling esclaation to another support rep:
-sla escalation email
-first response escalation email
so far what i did is simply put checkmarks next to enable level 1 escalation for response time and resolution time, but i didnt specify any support rep or any action.
My hope is that thsi will send teh notification by email.
Topic Participants
gentleman1
SupportCenter Support
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