You easily select the ticket operators who should receive a reminder when tickets for the chosen object reach the support, as well as when they should receive these reminders – for example as soon as the ticket is registered, after half an hour in case the ticket has not been taken, or perhaps after two hours. Here you can also set a hierarchy for the reminders where ticket operator X is notified after a certain amount of time, ticket operator Y somewhat later (in case the ticket has not yet been taken), and Z when even more time has passed.
In order to not be bound to the ticket list the ticket operator can also activate the web alert function for monitoring new tickets. The setting opens a popup window when new tickets and e-mails reaches the support and the ticket operator can from here either choose to go to the ticket list, or reset and ignore the alert. Click the button WebAlert in the upper right corner of the ticket list in order to make your settings.
If you have the plug-in HD-Advanced there is the possibility to let reminders be based on the SLA. In an SLA (Service Level Agreement) time limits are set stating when a ticket should be handled, answered and closed. The reminders can be set in relation to these time limits for the ticket operator concerned, support group or object manager. Here you can read more about what the plug-in contains >>