I have been trying to configure alarms to send out notifications when customer support tickets are sitting open with no response for too long. Does anyone have any experience with this feature? I have made sure that the Alarm and escalation services are both running on the server, but I still do not get notifications when calls are left open. Has anyone had success with this?
Solved
Using Alarms
Best answer by Dannyklein
Hi, if you don’t get any tips here from other customers i suggest you reach out to support so they can help troubleshoot and fine tune what you did.
perhaps you can achieve the same with an escalation rule that, as i recall your organization are familiar with and using escalations already.
Hi, if you don’t get any tips here from other customers i suggest you reach out to support so they can help troubleshoot and fine tune what you did.
perhaps you can achieve the same with an escalation rule that, as i recall your organization are familiar with and using escalations already.
Thanks, we tried using a combination escalation and alarm, and still havent been able to get it working. I’ll try reaching out to support.
+9I’ve used escalation rules, and recently switched to Process Flows, for invoicing order, incomplete order notifications, Private Activities opened for extended periods. We also generate daily management report from BI server to monitor all carryover orders.
It shouldn’t be hard to set up to email if order is opened for extended period.
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