I am in the process of evaluating your support tool and am trying to define a process for handling important support requests with important customers.

Below is a description of the potential process I see and I am looking for the best way to achieve a "like" process using Zoho support tool if possible.  Any advice or guidance would be appreciated.

We will identify a request as important being either by customer record (pre-defined customer type), or support request type (selected during support request) or potentially even manually with support consultant marking it as critical/important.

I'm assuming that there will be an easy way to report/display any support request that have been flagged as critical/important in the tool somehow? (haven't tested this but figure it is a pretty basic requirement that would be easily handled)

Q: Can we escalate all responses of these types of support requests to a manager for review before sending response to customer?  I guess it's a workflow type requirement - if flagged as critical/important, place any responses that a support consultant sends (queues for sending) in a holding bucket until review and released by a manager.

Any suggestions or workarounds on how you might see this best working or even how others have achieved a result would be greatly appreciated.