Web Based Help Desk Software

SLA Plugin - For Ticket Escalation

Helpdesk Pilot SLA Plugin keeps track of tickets that remain un-responded and escalates them with email notification to the staff members about the ticket. This ensures that no ticket remains unattended and is answered within a stipulated time frame.

Escalation rules are configurable allowing you to set them as per your organizations requirement. All escalated tickets are flagged with a red priority symbol and can be viewed under the escalated tickets filter. SLA Plugin is priced at $69.95 and requires Helpdesk Pilot 3.0.0 base installation. Click here to Buy Now.

Viewing Escalated Tickets

There are two ways to view escalated tickets, in the tickets view page, as follows.

1. In the tickets view page, there is a visual clue that the particular ticket has been escalated. You'll see an exclamation mark (!) in RED, next to the "last updated" time.

Exclamation mark in the last updated column, to indicate that the particular ticket has been escalated



2. You can also choose "Escalated" link in the Tickets tab, to view ONLY the escalated tickets.
The escalated link will appear ONLY if you have installed the SLA plugin.

Clicking on the escalated tab, lists only the escalated tickets

Order plugins for your existing installation of Help desk Pilot

LDAP [Add $29.95] Knowledgebase [Add $49.95] SLA [Add $69.95] Branding Free [Add $69.95]