Escalations are a set of predefined actions that are run once a Ticket has been in a certain state for a set amount of time. Escalations are used to ensure that all Tickets are dealt with in a timely manner, 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 or team leader.
When you create or edit an escalation, you define what state a Ticket must be in for an certain period of time and then the actions that will take place once the parameters have been met.
Creating an Escalation
Create a new Escalation by going to Tickets in your Admin Profile
- Log in to your Admin Interface
- Click on the Tickets heading in the Filter Pane
- Click on the Escalations heading
From here you can create a new Escalation
or edit an existing Escalation
A new escalation will only apply to tickets that are created after you make it and after you enable it.