TikivioEscalations and SLAs
Set response targets per priority, track them in business hours and escalate to the right level in time.
Targets in business hours
- First response and resolution, per priority.
- Opening hours (up to two time ranges a day), public holidays, and a paused countdown in the statuses you choose.
- Due times shown in the list and on each request; sort and filter by deadline.
Three escalation levels
- Levels L1, L2 and L3 by default, each with a team and a manager.
- Manual escalation with a mandatory reason, recorded in the history.
- Automatic rules: when a share of the allowed time has elapsed, notify and, if you wish, move up one level. Each rule fires once per request and level, with no loops and no automatic step back.
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