FAQ
Q: What do the colors of the Help Tickets represent. How can they be changed and how do we adjust the escalation timeframe?
A: The colours (visual alerts) are visual aids that indicate how close or overdue a Call is. These colours can be uniquely configured for each Queue. (See Administrator > Manage System Queues - select a Queue and then select the Edit button. Select the Visual Alerts tab. You can define up to 5 colour settings. The visual alerts can be configured as either % or mins (set via the versaSRS - System Management Console (SMC)).
When set to % the values must run from high to low
When set to mins the values must run from low to high
Note: visual alerts are not available when My Calls view has been selected - only available when a specific Queue is selected.