[rt-users] Escalating ticket by customer

[Alex S. Burba]

ebastian Flothow ?????:

 > What they actually want is a reply from a human, at least a
 > confirmation that the problem is being worked on.
Yes, in fact that's all what a customer needs.

 > Thus, you could make it a policy that if a ticket is
> (say) 4 hours old, the owner should reply with a short summary of his 
> troubleshooting attempts.
Interesting idea, I should think of it. Thanks.

-- 
Alex Burba, All-Russia state television and broadcasting company, NOC.