Support Ticket Escalations

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.

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.

The following merge fields in the Add Reply box:

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

Setup

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.

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

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.

Notes

Escalation rules only apply to tickets submitted after the escalation rule. Tickets submitted before will not be escalated automatically.