Difference between revisions of "Support Ticket Escalations"

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Found under '''Setup > Support > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time.
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Ticket escalation rules allow you to specify actions to take automatically if a [[Support Tickets|support ticket]] is in a specified state for a set period of time.
  
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You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will be changed to high, a response will be automatically made to the client and an email sent to the members of the specific support department after 4 hours with no response.
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You can access this feature at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Escalation Rules''' or, prior to WHMCS 8.0, '''Setup > Support > Escalation Rules'''.
  
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The following merge fields in the Add Reply box:
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== Configuring Escalation Rules ==
  
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[NAME] - Ticket Submitter Name<br>
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You can select the departments, statuses, and priorities that an escalation rule applies to. For example, in the example below, low and medium priority tickets will change to high priority, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.
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[FIRSTNAME] - First Name<br>
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[EMAIL] - Ticket Submitter Email<br>
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The following merge fields are in the '''Add Reply''' box:
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[NAME] - Ticket Submitter Name
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[FIRSTNAME] - First Name
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[EMAIL] - Ticket Submitter Email
  
 
[[Image:Ticketescalations.png|650px]]
 
[[Image:Ticketescalations.png|650px]]
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===Setup===
 
===Setup===
  
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Prior to WHMCS 7.1, a dedicated cron task entry is required for escalations to be performed. If you are running WHMCS 7.1 or later, this is **no longer** required.
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WHMCS 7.0 and earlier require a dedicated cron task entry for escalations:
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<div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations</div>
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Note the space between <tt>cron.php</tt> and <tt>do_escalations</tt>. The command will only run the escalations task for the cron job. Configure this to run once every few minutes (we recommend every 3–5 minutes).
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<div class="docs-alert-warning">
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If you are running WHMCS 7.1 or later, this is NOT necessary.
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</div>
  
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<div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php escalation</div>
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===Escalation Behavior===
  
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Please note the space between cron.php and escalations. The command will run the escalations task of the cron only. It should be configured to run once every few minutes, we recommend every 3-5 minutes.
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Escalation rules only apply to tickets that customers submitted after the escalation rule's creation. Existing tickets will not escalate automatically.
  
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===Notes===
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Escalation rules apply to every ticket that meets the specified conditions. If nothing happens to ensure that the ticket doesn't meet the conditions, the escalation rule will continue to affect the ticket. It will only stop affecting the ticket when it no longer matches the escalation rule conditions.
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Escalation rules only apply to tickets submitted after the escalation rule. Tickets submitted before will not be escalated automatically.
 

Latest revision as of 20:48, 11 May 2022

Ticket escalation rules allow you to specify actions to take automatically if a support ticket is in a specified state for a set period of time.

You can access this feature at Configuration () > System Settings > Escalation Rules or, prior to WHMCS 8.0, Setup > Support > Escalation Rules.

Configuring Escalation Rules

You can select the departments, statuses, and priorities that an escalation rule applies to. For example, in the example below, low and medium priority tickets will change to high priority, an automatic response will go to the client, and members of the relevant support department will receive an email after four hours with no response.

The following merge fields are in the Add Reply box: 

[NAME] - Ticket Submitter Name
[FIRSTNAME] - First Name
[EMAIL] - Ticket Submitter Email

Ticketescalations.png

Setup

WHMCS 7.0 and earlier require a dedicated cron task entry for escalations:

php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations

Note the space between cron.php and do_escalations. The command will only run the escalations task for the cron job. Configure this to run once every few minutes (we recommend every 3–5 minutes).

If you are running WHMCS 7.1 or later, this is NOT necessary.

Escalation Behavior

Escalation rules only apply to tickets that customers submitted after the escalation rule's creation. Existing tickets will not escalate automatically.

Escalation rules apply to every ticket that meets the specified conditions. If nothing happens to ensure that the ticket doesn't meet the conditions, the escalation rule will continue to affect the ticket. It will only stop affecting the ticket when it no longer matches the escalation rule conditions.

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