Setting High Priority level for Customer responded tickets
When a customer replies to a ticket, you want to respond quickly. Rocketship supports that by allowing you to automatically create a Next Step when a ticket changes to Customer Responded. Further, you can configure Rocketship to set the Next Step as a High Priority Appointment so that your technician works it first.
- Login to GRS admin
- Navigate to Schedule
- Find Next Steps
- Find Customer Responded
- Edit customer responded
- Set Priority level to High and save
This part tells the system to schedule the next step shortly after the customer replies automatically.
- Go to Ticket Lifecycle > Settings.
- Find Customer Responded and edit
- Under action, choose schedule next step (No Duplicates)
- On Next Step Rule > Set it to Customer Responded - 0.25 hours. Then hit save.