Emergency/urgent option
It would be handy if we could have the ability to offer an emergency or urgent flag to support tickets. Users could click this if required and we could show a notice saying that it must be used only in extreme cases and that additional charges may be incurred etc. It could be limited to signed-in users, too.
Or, perhaps even better, give users the ability to prioritise their requests with the most urgent having the warning.
The emergency/urgent-flagged messages could perhaps notify support staff on a different, user-defined email address (or SMS)......
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1 Posted by Andre Foeken on 04 Dec, 2008 09:25 PM
I'd vote against that.. isn't everything an emergency/important in a users mind?
I do agree that something like this may be nice, but I'd put in on the admin side.
2 Posted by Galen on 04 Dec, 2008 09:33 PM
I agree but the way I've seen it done is that if you check the emergency option, you get notified that you will be charged extra or something like that. I do agree, though, it's hard to educate clients that not everything is critical : )
3 Posted by Oliver Thylmann on 17 Dec, 2008 11:34 AM
I am currently thinking of implementing this through a category. So there is now a new email address that forwards to a new private category, that has everybody on alert. so that's the important, and you just tell people that need "urgent" what the email is.
4 Posted by Will on 17 Dec, 2008 06:30 PM
I kind of think about it like our LH tickets, either a ticket is important or it's not, there isn't truly any middle ground in workflow. Everything should be treated on more of an equal level, it avoid procrastination on my part at least.
I would think that all new discussions would be responded to in a timely manner. The important or URGENT stuff can be filtered out from there.
If you offer paid support, I can understand needing a specific category or special needs though.