Repair Service - Ticket Escalation

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* This application allows to escalate ticket and assing to parent team manager.

Edition: Odoo Community

App Description Page

Repair Service - Ticket Escalation

In ticket workflows escalation of issues is a common procedure, wherein the ticket is escalated from one responsible person to a higher responsible person or from one team to another team with different skill sets, language competencies or regional responsibilities.

Ticket escalation helps to identify tickets that require special attention and route them to the appropriate person or team. Some critical issues, have to be escalated to senior management for efficient grievance redressal. Monitoring of ticket resolution is essential for quality maintenance and consumer satisfaction.

For that different teams/groups can be defined, e.g. marketing team, technical team, service team. Each team can have different level of customer support. The groups can be added and changed easily. The team/group leader can review the ticket and assign it to concern team member, if the ticket remains unanswered then it can be escalated to parent team.

Key Features

     Easy escalation of ticket to parent team if current user is not able to resolve ticket in time.                 
     On ticket escalation the parent team will be automatically identified.
     On ticket escalation automated email is send escalate team.

Ticket Views

Go to Helpdesk/All Tickets/Tickets.

Fill all necessary ticket information with team and responsible person.

Before Escalation

"Renovation Team", if the responsible team member is unable to resolve a ticket, the ticket can be passed to parent team through "Escalate" button.

To escalate ticket to parent team, click on to Escalate Button.

After Escalation

Once the ticket is escalated to parent team, user will receive mail about escalated ticket.

Ticket will be assign to parent team memberРђЎs will all details.

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