Availability |
Odoo Online
Odoo.sh
On Premise
|
Odoo Apps Dependencies |
•
Helpdesk (helpdesk)
• Discuss (mail) |
Lines of code | 393 |
Technical Name |
skit_ticket_auto_escalation |
License | OPL-1 |
Website | http://www.srikeshinfotech.com |
Availability |
Odoo Online
Odoo.sh
On Premise
|
Odoo Apps Dependencies |
•
Helpdesk (helpdesk)
• Discuss (mail) |
Lines of code | 393 |
Technical Name |
skit_ticket_auto_escalation |
License | OPL-1 |
Website | http://www.srikeshinfotech.com |
Community
Enterprise
Odoo.sh
Ticket Auto Escalation
Automatically escalates unresolved tickets to specified teams.

Explore This Module
Overview
This module automates ticket escalation based on SLA policies. Unresolved tickets are moved to designated teams and stages. Manual escalation options are also available with status updates and email notifications.
Key Features
SLA-based automatic escalation.
Manual escalation with notification options.
Configurable escalate time and team settings.
Detailed logging of escalation actions.
Screenshots
Implemented "Escalate Stage" checkbox in stages screen and a button as "Escalate" in ticket screen.


Configurable Escalate Time and Team Settings:
Users can assign "Escalate Teams" in the "Helpdesk Team" screen and can set specific "Escalate Time" in the "SLA Policies" screen.


SLA-based Automatic Escalation:
If a ticket assigned to a team is not resolved before the escalate time, it automatically escalates to another team specified in the "escalate team" field.

Consider user configured the escalate team for "customer care" as "VIP Support".

Ticket is not resolved before the escalate time, so it transited to "Escalate" stage and escalated to respective team "VIP Support".

Note: Tickets transition to the stage marked with the "escalate" checkbox when escalated.
Manual Escalation with Notification Options:
Team members can manually escalate a ticket by clicking the "escalate" button in the ticket screen.

A popup with three buttons appears: "Send Mail & Update", "Update Status", and "Cancel".

"Send mail & update" notifies the "VIP Support" team and updates the ticket status and assignment.

"Update Status" only updates the status and assignment without sending an email.

"Cancel" closes the popup without making changes.


Detailed Logging of Escalation Actions:
All automatic and manual escalation are logged.

Logs include details of email notifications and status updates, ensuring traceability of actions.
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Support
SrikeshInfotech is an India based software company that focuses on highly qualitative, timely delivered and cost-effective offshore software development. We have 16+ years of technical and functional experience in ERP Customization and Implementation. The experience made us understand all the logics followed in business both functionally and technically.
Please note that You're not allowed to distribute this module after purchase! Incase of any question regarding this module feel free to email us on info@srikeshinfotech.com or contact us on skype srikesh2008 or raise a ticket on support.

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