Ability to assign a higher-level user to technicians or admins. The higher-level user(s) will be notified if the ticket has not been processed over a period of time (= ticket escalation)

Hello,

we want to ask you about the possibility to think about an implementation of a new feature (user lookup) in JitBit Helpdesk Software.

In detail, the new function should fulfil the following functions:

• It should be possible to assigned a higher-level user (e.g. team leader, superior,..) to the users behind the “technicians” and “administrators” roles (different users – NOT one for all)
• if possible, two or three layers (e.g. 1-level user; 2-level user; 3-level user)

• new fields should be created for this (user lookup) – but only technicians and admins are available for this lookup

• When now a ticket has not been updated for e.g. 3 weeks, the 1 higher-level user should get an attention-email and the ticket category should raise one step.

• Then, after a next custom period of time the 2 higher-level user should get an attention-email too.....and so on....

• (this can then again be done with an automatic rule)