Escalations run actions once a Ticket has spent a set amount of time in a certain state.
They are useful to ensure that Tickets are dealt with promptly. For example, you could use an Escalation to increase the urgency of older Tickets, or to automatically assign Tickets that have gone unresolved for too long to a Manager.
You can create Escalations in Business Rules > Escalations by hitting the + New button.
You will need to add a title and then specify the Event and Criteria for when it will run and the Action it will carry out when it does.
Note
Escalations will only run on Tickets created after the Escalation itself is created. A new Escalation will not run on existing Tickets.
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