Escalation

Escalation

Escalation rules allow the creation of automated actions when cases with specific criteria are still open after a specified period of time. When the case escalates, you can choose to automatically send a notification email to a user, reassign the case to another user or queue, or both.

Nota:

You can activate only one escalation rule at a time but with multiple rule entries.

Each rule entry provides an action.

The case escalation can be tracked in the “Monitoring” part of the configuration.

—: Each escalation rule can have up to 3000 rule entries, 300 formula criteria rule entries, 25 filter criteria per rule entry.