Escalation rule

It may happen a few times that the support rep does not resolve a case on the specified time, as assigned. The Case Escalation feature allows us to configure a rule by which the case can be escalated to another user or queue. In other words, its escalation rule is a way of reassigning a case to another user or queue and notifying individuals when a case is not closed in the specified time frame. The benefits of using an escalation rule are as follows:

  • It allows an organization to ensure that cases should not remain open forever. For example, if a case is not resolved after 72 hours of its creation, then it is reassigned to a Tier II queue.
  • It helps the organization to prioritize key customer cases. For example, escalating Silver ...

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