Event

When you create an Escalation, you define what state a Ticket must be in for elapsed time to count:

• The Agent has been waiting for: How long the Ticket has been Awaiting User, resets if the status changes; useful to detect Tickets where the User stopped replying before the problem was resolved.

• The Ticket has been pending for: Time elapsed since the Ticket has been marked as pending.

• The User has been waiting: Total time the Ticket has been Awaiting Agent, continuously since the most recent status change; for example, if the status is changed from Awaiting Agent and then back again, the clock resets.

• The Ticket has been resolved for: Time elapsed since the Ticket was resolved.

• The total time the User has been waiting: Cumulative time the Ticket has been Awaiting Agent over its whole life.

• The Ticket has been open for: Total time the Ticket has existed without being resolved.

You also need to set how long the Ticket must spend in that state for the Escalation to apply.

Criteria

You can also set extra Criteria that the Ticket must meet for the Escalation to run. For example, if you specify a Department, the Escalation will apply only to Tickets in that Department.