A Ticket can be auto-escalated to the person on the next level/Admin, when no update happens to it within certain time as set by your Admin.
The minimum time in which a Complaint can be escalated is 1 day. Tickets can’t be escalated if there is no update to it in certain hours.
FYI: The technical feasibility of auto-escalation every hour (system needs to check every hour if any Ticket is ready to be escalated) in a Society setup is not encouraging.
To setup the escalation follow the steps below:
You can set up Multi-Level Escalation here. An Email will go to higher Levels, if the ticket has not been updated in the requisite number of days.
i. Go to Admin >> HelpDesk Tracker>> Escalation.
ii. Click "View" on the category, you wish to do the escalation setup. A separate window pops up.
iii. Provide the L1 Owners, in Shift 1, Shift 2 & Shift 3 if staff or admin is working on the tickets during specific timings. Select the shift timings. For Level 1, you have to select the relevant option between "Shift Owners, All L1 Owners, Don't send SMS"this category.
iv. Under Escalation to Level 2 provide L2 owners. Two L2 owners can be selected. Mention the No. of days the ticket should be escalated. You can check mark the option Owner 2Send SMS? This will trigger an Email/SMS escalation of the ticket at 9.30AM.
v. Same as in Step 3, you can set Escalation to Level 3 and Save.
vi. Enable "Send SMS" option for Level 2 and Level 3 Owners in case you wish to send SMS to those owner level.