Helpdesk Ticket Escalation & Reminders

Helpdesk Ticket Escalation & Reminders

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Use this App to automatically enforce SLAs by sending email reminders for tickets whose deadline is approaching and also escalating those tickets that have not met SLA deadlines


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Enforce SLAs by sending Email reminders and Escalation emails for Tickets

Use this App to automatically enforce SLAs by sending email reminders for tickets whose deadline is approaching and also escalating those tickets that have not met SLA deadlines

Email Reminders

You will be able to receive email reminders at configurable intervals before the ticket SLA deadline is reached. The default intervals are:

  • 1 day before the deadline
  • 12 hours before the deadline
  • 6 hours before the deadline
  • 3 hours before the deadline

Ticket Escalation

For Tickets that have passed the deadline and no action has been taken or have not been moved to the next stage in the Odoo helpdesk, The team manager will receive an escalation email for each of the ticket violating SLA.The default configurable timeline to trigger this escalation email is 1 day after the deadline has passed. This can be changed in the settings to suite your case.

Customizable Settings

You will be able to customize the intervals at which you receive the reminder emails and also the timelines when you can escalate those tickets that have passed the deadline without any action taken. You can also disable or enable some of the settings to suite your business needs.

Automated Email Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Change Settings for Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Customize The Email templates

Go To: Settings --> Technical --> Email --> Templates

How To Assign A Team Manager

Go To: Helpdesk --> Configuration --> Helpdesk Teams

Odoo Support Services

For bug reporting and fixing, enjoy our odoo support and development services from experienced team in Kenya

We are a highly qualified team of well-rounded software engineers and applications systems integrators specialised in open source ERP solutions for SMEs all over the world

Enforce SLAs by sending Email reminders and Escalation emails for Tickets

Use this App to automatically enforce SLAs by sending email reminders for tickets whose deadline is approaching and also escalating those tickets that have not met SLA deadlines

Email Reminders

You will be able to receive email reminders at configurable intervals before the ticket SLA deadline is reached. The default intervals are:

  • 1 day before the deadline
  • 12 hours before the deadline
  • 6 hours before the deadline
  • 3 hours before the deadline

Ticket Escalation

For Tickets that have passed the deadline and no action has been taken or have not been moved to the next stage in the Odoo helpdesk, The team manager will receive an escalation email for each of the ticket violating SLA.The default configurable timeline to trigger this escalation email is 1 day after the deadline has passed. This can be changed in the settings to suite your case.

Customizable Settings

You will be able to customize the intervals at which you receive the reminder emails and also the timelines when you can escalate those tickets that have passed the deadline without any action taken. You can also disable or enable some of the settings to suite your business needs.

Automated Email Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Change Settings for Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Customize The Email templates

Go To: Settings --> Technical --> Email --> Templates

How To Assign A Team Manager

Go To: Helpdesk --> Configuration --> Helpdesk Teams

Odoo Support Services

For bug reporting and fixing, enjoy our odoo support and development services from experienced team in Kenya

We are a highly qualified team of well-rounded software engineers and applications systems integrators specialised in open source ERP solutions for SMEs all over the world