Setting SLAs for Hot Ticket | Experience Community
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JoseS
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1 year ago
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Setting SLAs for Hot Ticket

  • Feb 10, 2020 2:42 AM UTC
  • 4 replies
  • 273 views
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Hi. My organization has just started using the Qualtrics Hot Ticket system for close loop. Aside from reqularly and manually checking the Ticket Dashboard on whether tickets have gone beyond 24 hours, is there a way to set SLAs (ie Tickets must be closed within x hours/days)? And if the SLAs were to exceed, to notify someone via email?

Best answer by PeeyushBansal

Please refer below:- https://www.qualtrics.com/support/survey-platform/actions-module/ticketing/ticket-workflows/
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4 replies

PeeyushBansal
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  • PeeyushBansal
  • Level 7 ●●●●●●●
  • Feb 10, 2020 10:04 AM UTC
Yes you can schedule escalation emails going to ticket actions.
Best Regards, Peeyush
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  • chrissien
  • Author
  • Feb 10, 2020 10:07 AM UTC
Thanks @PeeyushBansal , would you be able to share a step by step? Or a reference on Qualtrics Support?
PeeyushBansal
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  • PeeyushBansal
  • Level 7 ●●●●●●●
  • Answer
  • Feb 10, 2020 10:10 AM UTC
Please refer below:- https://www.qualtrics.com/support/survey-platform/actions-module/ticketing/ticket-workflows/
Best Regards, Peeyush
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    • chrissien
    • Author
    • Feb 10, 2020 10:24 AM UTC
    Perfect! Thanks @PeeyushBansal !
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