Setting up escalations and SLAs

Settings

Everything lives under Settings › Escalations and deadlines (/o/<your-organisation>/parametres/escalades):

• Levels: three by default, each with a team and a manager.
• Hours: up to two time ranges a day, public holidays, business hours on or off.
• Targets: first-response and resolution times per priority, and statuses that pause the countdown.
• Rules: when a share of the allowed time has elapsed, notify and optionally escalate.

Escalating a request

From the request, choose the target level and give a reason (mandatory). The request is reassigned to that level’s team and the event is added to the history.

Following deadlines

Each request shows its deadline state: on time, due soon, breached, paused or met. Sort the list by due time or filter breached deadlines. Your rules can notify the agents concerned before and after the deadline.