How to Set Up Ticket Escalations


With ProProfs Help Desk, it's now easy to create rules that guarantee fast responses and solutions for customer inquiries. If there's a delay in meeting these promises, the system will automatically escalate these cases to the team members you define. This ensures that everyone is aware and can quickly address any delays, making sure every customer receives timely and delightful support.

Example ticket escalation reminder:


Ticket Escalation Email Preview

Key Benefits:

  • Automatic Alerts for Delays: Quickly identifies and flags any delayed responses to ensure prompt attention.
  • Improved Response Time: Guarantees faster handling of customer inquiries, enhancing overall service efficiency.
  • Enhanced Accountability: Directs attention to urgent matters, ensuring responsible teams are aware and responsive to SLA commitments.


In this article:


1. Create Escalation Rules

2. Set Up Notifications

3. Manage Rules


Creating Escalation Rules


1. To create ticket escalation rules, navigate to Settings on your dashboard.


Go to Settings


2. Go to User Productivity > Ticket Escalation on the left panel.


Open TIcket Escalation on the left pane


3. Click the +New Rule button to define escalation criteria. 


Add new rule


4. On this page:

  • Add the rule
  • Provide a description for future reference
  • Select the inbox that this rule applies to
  • Set SLA policies


Create your escalation rule


Setting up SLA Policies


1. Choose your operational setting from the dropdown for these three rules:

  • First Response Time: Set how long your team has to reply to a new customer ticket before it's considered late.
  • Resolution Time: Decide the maximum time allowed to solve a customer's issue fully and close their ticket as "Resolved."
  • Number of Interactions: Limit the number of messages exchanged between the customer and the help desk on a ticket before it's flagged for delay.


2. Activate the SLA rule for escalation. You can activate multiple rules at once.


Set SLA Policies


Setting Auto-Escalation Conditions


1. Choose when to escalate tickets from the dropdown:
Select if escalation happens when [Any] or [All] conditions are met.

Using 'Any' Option:

Create steps to escalate tickets based on SLA rules.

  • First, set a time limit or a maximum number of messages for escalation.
  • Choose which team member gets the ticket first.
  • If the first step fails, add a "New Level" for further escalation.
  • For this new level, set another time limit or message count.
  • Select a different team member to receive the ticket at this new level.

Click Save to finish adding the condition.


Setting Auto-escalation condition for [Any]


Pro Tip: The options for hours or interactions in the dropdown match your SLA policy. For instance, if you set a 6-hour resolution time in the SLA, you can set up escalations to ensure tickets are resolved within this time frame.


Using the 'All' Option


  • Set up a group of conditions covering all SLA rules.
  • When all these conditions are met, the ticket gets escalated to the selected team member.
  • You can add more escalation levels by clicking "New Level" and setting up additional conditions.

Set up escalation conditions for the [All] option


Once done, click Save.


Use Case:


Escalation Matrix

Let's say a support structure consists of two teams:

  1. Level 1 (L1) Support Team:

    • Dan (Team Admin)
    • Benjamin
  2. Level 2 (L2) Premium Support Team:

    • David (Team Admin)
    • Richard


Escalation Rule

If a ticket assigned to the L1 team remains unresolved for 4 hours, it will be automatically escalated to the L2 team.



Consider a ticket with the following details:

  • Ticket ID: 123456
  • Assigned to: Dan (L1 Team)
  • Initial Assignment Time: 8 am

If this ticket remains unresolved by 12 pm, it triggers our escalation rule.



In the above example, if Ticket 123456 is still unresolved by 12 pm, our system will automatically escalate it to the L2 team. David, as the team admin of the L2 team, will be assigned the ticket. Richard, another member of the L2 team, will also receive an alert notification.


Note: You can manage team admins and escalation rules in the settings.


Setting Up Notifications


Notifications differ based on the option you chose under the Apply Condition section.


- When you choose Any, you can set separate notification emails for condition breaches of individual SLA rules:


Separate reminder plus escalation notification as per the defined conditions

- When you choose All, you can configure a single ticket escalation email template that will notify the selected user upon meeting the conditions at each level.


Set single notification email for the [All] option


After creating the rule and setting up its notification email template, you can view it on the Auto Escalation Rules page.

Managing Rules


You can change the status or click the pencil button under the Action column to edit the rule from here. Also, select the box next to the rule name and click the Delete icon to remove the rule.


Manage your ticket escalation rules


And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.



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