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:

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

• Set up SLA Policies
• Set Auto-escalation Conditions

2. Set Up Notifications

3. Manage Rules

Creating Escalation Rules

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

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

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

4. On this page:

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

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.

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.

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.
   

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.

Example

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.

Automation

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.

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:

- 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.

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.

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