FastTrack in DeskDirector

The FastTrack feature allows your clients to escalate tickets, and mark their importance so your team gets to them as soon as possible (or as per your SLAs).

 

In order to set up the FastTrack function in DeskDirector you need to:

  1. Set up a FastTrack status under your Admin Console > General Configurations. This status must exist in your PSA. This will enable the boards/queues where this status exists to support the FastTrack feature.
  2. Give clients the FastTrack permission. You can give this to clients at a global, company or contact level. 

 

Contacts with the FastTrack permission will now be able to FastTrack tickets they have access to in the Portal.

The FastTrack feature simply changes the ticket status to the FastTrack status you configured earlier.


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