Org level admin - respond to escalations
C
Calin Andrews
Not having this functionality is causing us to have to implement inefficient processes/workflows to notify customers about Escalations and effectively ask them what they want us to click in the portal on their behalf. It is far from ideal and can be a point of contention in some cases.
J
Jeff Eiboff
We have set the user as "admin" to be able to perform this kind of action. This is a large client with its own IT department. We are there to escalate anything, but this is a critical requirement for rapid response.
R
Rudolf Muhr
+1 on this, its extremely short sighted to have org admins that cant perform org admin stuff. Our clients signed up with the expectations of being able to action quickly on these basic issues
G
Giuseppe S.
Jumping on this to say we have had a large customer enquire about this and is a showstopper if they cannot respond to Escalations as an Admin. This seems like an essential feature.
M
Marc Wilhelmi
Has just been requested by a customer in TTestbetrieb, that should come quickly
N
Nisarg Desai
Merged in a post:
Organizational Level Escalation Alerts
M
Michael Calero
Currently, I am unable to determine if alerts are sent out on an organizational level. It would be beneficial to have escalation alerts sent out at this level, as it would provide a comprehensive overview of security incidents across the organization. Implementing this feature would enhance our ability to respond to potential threats more effectively.
N
Nisarg Desai
Merged in a post:
Escalation Ownership and Response
R
Randy
Add the ability to acknowledge, assign and reject escalations, similar to incidents. It creates confusion for users and leads to redundant troubleshooting or responses.
A
Ali Tarzaban
We could really use this. One of our larger clients is ready to jump ship if we don't get this resolved.
N
Nathan McNutt
This is something that would be beneficial to implement. We have a prospective client that wants to be able to manage escalations, but they can not have account level access.
Noel Howard
This is something that is coming up more and more for us. Internal IT teams would like to be able to resolve these escalations without having to come to ourselves.
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