Escalation Rules
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Dashboard - -
- SLA & Workflows
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- Escalations
Current Escalation Matrix
Configure who gets notified when tickets breach SLA thresholds or stay in the same status for too long.
| Level | Condition | Applies To | Notify | Action |
|---|---|---|---|---|
| L2 | Urgent tickets unresolved for 60 min | All channels | Support Manager, WhatsApp alert | |
| L1 | High priority tickets unresolved for 4 hrs | Email, Phone | Team Lead, Email notification | |
| L0 | Customer waiting in chat queue > 3 min | Live Chat | All online agents, popup alert |