Best answer by PeeyushBansal
View original
Setting SLAs for Hot Ticket
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?
Userlevel 7
+33
Yes you can schedule escalation emails going to ticket actions.
Thanks @PeeyushBansal , would you be able to share a step by step? Or a reference on Qualtrics Support?
Userlevel 7
+33
Please refer below:-
https://www.qualtrics.com/support/survey-platform/actions-module/ticketing/ticket-workflows/
https://www.qualtrics.com/support/survey-platform/actions-module/ticketing/ticket-workflows/
Perfect! Thanks @PeeyushBansal !
Leave a Reply
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.