Knowledge Base Article

Escalating Support Cases

Considerations before escalating In Khoros’ support case portal, you can set or change the "Customer Priority" field between low, medium, and high. When issues are urgent, changing the priority to ...
Updated 2 months ago
Version 13.0
Case Portal
Support
StevenT's avatar
StevenT
Khoros Alumni (Retired)
5 years ago

Hey StanGromer that's correct, the button gets unlocked after the timer has expired.

As the article mentions, this allows us a bit of time from the case being created for us to be able to pick up the case to be able to do our initial triage and due diligence to get back to you with next steps.