Manage Rules – Escalations
The Manage Escalations section displays a list of Escalation Rules added in the system. This section allows you to maintain the list, allowing you to Edit and Delete the Escalation Rules.

Kayako ss escl003 Manage Rules

The Escalation Rule List displays the information for each of the added rules.

Rule Title: Displays the Rule title name.

Plan Title: Displays the title name of the Plan to which this rule is assigned to.

Quick Search: You can use the quick search feature to filter a specific Rule from the list. You can search the list using the complete or a part of the Rule Title.

Options: The options feature has been sub-divided in 3 sections:

Kayako ss admin023 Manage Rules

Mass Action: The Mass Action feature allows you to delete the selected Rule at a time.
Advanced Search: The advanced search feature allows you to search the list for a specific plan by its Rule Title.
Settings: The settings tab allows you to choose the number of Rules the software should display on one page.

All the three Options sections will automatically appear when one or more than one Escalation Rules in the list are chosen.

Edit: The edit feature allows one to update the added Escalation Rule.

Kayako ss escl004 Manage Rules

Once you have updated the Plan, click on the ‘Update Rule‘ tab to save the changes.

Delete: The delete feature allows you to delete the Rule from the system.

SupportSuite allows you to sort the list as per Rule Title or Plan Title. Click on either of the two options to choose an appropriate view type for your Rule List. It further provides you an option to sort the list in the ascending as well as the descending order.

Kayako ss admin025 Manage Rules

An arrow pointing downwards next to the chosen option suggest the list is sorted in the ascending order while an arrow pointing upwards suggest the list being sorted in the descending order.

Manage Rules