Escalations – Introduction
The Escalation section of the software allows you to set Escalation Rules for the tickets which are carried out when an existing support ticket is marked as Overdue by the system. The automated ticket escalation ensures that key Staff Users are notified of important tickets before tickets remains unattended for too long.

Kayako ss escl001 Escalation Rules

On clicking the Escalations option in the Navigation Panel, the section further toggles into two sub-sections:

– Manage Rules
– Insert New Rule

Each of these sections are explained in further details in the next section of the manual.

Related Links:

Manage Rules
Insert New Rule

Escalation Rules