Automatically Escalate Tickets From VIP Customers

January 7, 2018 | Tips, Tutorials


Lets face it – we all have customers that are more valuable than most or that require more hand-holding than most.  For those customers, you sometimes want to get their tickets handled by your best agent; or sometimes you might just want to tag those tickets with a VIP status so they move to the top of your ticket list.

Making this happen with Awesome Support and the Awesome Support Business Rules Engine is almost trivial. Here’s a step-by-step tutorial to implement this:

What You Need

Preliminary Set up

We’ll assume you just want to tag the tickets from your important customers with a VIP label.  So the first thing you need to do is set up that label.

  • Click the NEW STATUS button at the top of the list
  • Enter VIP for the title and choose an appropriate color (we like the color RED for this purpose)
  • Click the PUBLISH button

Now that we have our label, lets create a rule that uses it!

Rules Setup

  • Give the Ruleset a name such as VIP CLIENTS
  • In the Trigger Section click the checkbox next to NEW TICKET

Your screen should look like this now:

  • In the Conditions & Filters section scroll to the Client Name row.
  • In the first column select AND from the conditional drop-down.
  • In the third column type in the name(s) of your VIP clients (once you start typing names you’ll see a matching selection of the names)

That area of your screen should look similar to this:

  • In the Actions section set the CHANGE STATUS drop-down to VIP.
  • Click the SAVE button on the upper right of your screen.

That’s all there is to it.  Now, when those customers submit a ticket they will automatically be tagged with a VIP status.

Additional Workflow Ideas

Want to make this idea even more powerful?  Here are some additional things you can do:

  • Use the EMAIL TEMPLATES in the rules engine to notify supervisors or business owners when this rule is triggered – this way they are kept in the loop on all your important customers
  • Use the ADD A REPLY option to automatically notify the customer that extra care is being paid to their ticket
  • Modify the rule so that a particular agent is always assigned to these tickets (your best agent!)