Adam West
As a lower-level technician,
I want to be able to quickly and accurately escalate a ticket to the escalation killer (EK) technician by typing a simple command in the MSPBots App within Teams,
so that the EK technician receives the ticket in real-time with all the necessary information to proceed with the task.
Acceptance Criteria:
Escalation Command:
The technician can type the command “Escalate” followed by the ticket number and the EK's name (e.g., “Escalate ticket #12345 to EK John Doe”) in the Teams chat within the MSPBots App.
Quick Note Entry:
The technician will be prompted to input a quick note containing the following information:
Ticket Number
Ticket Status (e.g., “Please Escalate”)
Escalation Technician Name (EK’s name)
Client’s Name
Requester's Name
Details of work completed by the technician
This note will be added to the ConnectWise ticket as a new note.
Ticket Update in ConnectWise:
The system will automatically update the ticket in ConnectWise by adding the note (as described above) to the ticket. The Ticket Title and Description will remain unchanged, as they should already exist in the ticket.
Escalation Confirmation:
After the ticket is escalated, the technician will receive a confirmation message in the Teams app stating, "Ticket Escalation Complete," confirming that the ticket was successfully escalated to the EK.
Real-time Update for EK:
The EK technician will see the updated ticket in ConnectWise, including the note with all relevant information, allowing them to immediately proceed with handling the ticket.
Next Ticket:
The EK can then simply click NT and that specific ticket would move up to the top of their list so they are still utilizing NextTicket - If possible
Created by Product Zendesk
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