Here is a business difficulty that I have and was wondering if Zoho has a solution that will help me resolve it:

I am currently using Zoho Support Module for addressing service requests. I have some instances that need to be addressed on a priority because either the customer is an important customer or it is an escalated case. Internally I have a separate team working on these cases.

I wanted to know if I can have a Escalation Management Queue in Zoho that will allow me to see the following:

- When the escalation was first raised

- What was the first response time

- What was the first response

- What is the outstanding action that needs to be undertaken for the specific case.

- When is the next action due

- What is the final response time

- What is the final action undertaken to resolve the case.

Looking for ideas from Zoho that will give me some or all of the functionality. Currently I am tracking these cases on Excel outside of the system, which has its obvious problems.

Thanks