Escalation rules
Escalation rules: warning the case owner before a service-level target and escalating to someone else after it is missed.
Under Settings › Service levels › Escalation rules (“When a target is missed”), set for each priority:
- Warn the owner a chosen time before the target (for example 1 hour).
- Escalate a chosen number of minutes after the target is missed.
- Who to tell when it escalates: a contact address you set, or your admins if you leave it empty.
The owner (or, with no owner, the members of its group, or else all staff) gets the warning. The escalation goes to the contact and the owner. Checks run every 5 minutes.
Recommended warnings (suggested during setup, and offered in one click when none are set): urgent 15 minutes, high 1 hour, medium 2 hours, low 6 hours before the target, about when three quarters of the time is used, as most service desks do. Choose never to turn a warning off.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.