Difference between revisions of "Support Ticket Escalations"
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===Setup=== | ===Setup=== | ||
| − | WHMCS 7.0 and earlier require a dedicated cron task entry for escalations | + | WHMCS 7.0 and earlier require a dedicated cron task entry for escalations. |
<div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations</div> | <div class="source-cli">php -q \path\to\home\public_html\whmcspath\crons\cron.php do_escalations</div> | ||
Note the space between <tt>cron.php</tt> and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes). | Note the space between <tt>cron.php</tt> and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes). | ||
| + | |||
| + | <div class="docs-alert-warning"> | ||
| + | <span class="title">Re-using email addresses</span><br/> | ||
| + | If you are running WHMCS 7.1 or later, this is '''not''' necessary. | ||
| + | </div> | ||
===Notes=== | ===Notes=== | ||
Revision as of 06:11, 15 August 2021
Under Configuration () > System Settings > Support > Escalation Rules, 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 select the Departments, Statuses, and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will change to high, 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
Setup
WHMCS 7.0 and earlier require a dedicated cron task entry for escalations.
Note the space between cron.php and escalations. The command will run the escalations task of the cron job only. Configure this to run once every few minutes (we recommend every 3–5 minutes).
Re-using email addresses
If you are running WHMCS 7.1 or later, this is not necessary.
Notes
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.