Escalations
Monitor SLA breaches and escalation events across all tickets.
barEscalation Events
Escalation Rules Overview
First Response SLA
Escalate to team lead if first response is not sent within SLA window.
Resolution SLA
Escalate to manager if ticket remains unresolved after SLA breach.
Configured escalation rules
Let support leads define, review, and optimize escalation rules that trigger when SLAs are at risk or breached, ensuring urgent tickets are routed to the right owners and channels.
Escalation rules
Common escalation patterns
High priority nearing breach
Escalate high-priority tickets to an L2 or on-call lead when they are close to breaching response or resolution SLAs.
VIP customer immediate escalation
Automatically notify managers and senior agents when a VIP customer ticket breaches or is created with critical priority.
Stale tickets with no updates
Escalate tickets that have had no agent update for a defined period, even if they are not yet at SLA risk.
Channel-specific escalations
Apply stricter escalation rules for real-time channels like chat compared to email or web forms.
Create or edit an escalation rule
Let support leads define, review, and optimize escalation rules that trigger when SLAs are at risk or breached, ensuring urgent tickets are routed to the right owners and channels.
Escalation rule configuration
Define when this rule should trigger, which tickets it applies to, and who should be notified.