Case Severity
RingCentral customers should be able to modify the case severity through the support portal.
Mark Lawrence
shared this idea
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Robert
commented
RC customers should be able to mark a case severity when submitting a case.
In the current configuration cases go in to the standard support queue, wait for a CS agent to pickup the case presumably based on the order the case was received, then rely on the support agent to assign a severity based on their analysis - even though the case should now be worked since it's been picked up by an agent anyways.
Customers may feel a case is more urgent based on business impact than the support agent would feel from their perspective. Cases going into the support queue to be sorted later can cause delays for critical cases.
If customers can self-classify cases, this should expedite critical cases to the front of the line instead of them sitting in the standard support queue. If the support agent feels the case truly isn't critical, then it can be downgraded and put back in the queue, but delaying critical cases because they're unclassified when submitted is unacceptable.