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Escalate ticket if an agent didn’t reply in time

If the first response time is exceeded, it’s a good practice to configure ticket escalation for an immediate reaction. This article explains how to do that.

Navigate to Settings and click SLA policies.

SLA policies tab

Create a new SLA policy by clicking the New policy button.

Add new policy

Provide a name for the new SLA policy. You can also specify conditions, but they are not required in this scenario, so you can proceed directly to defining the target and action.

If the requester does not receive a reply within 8 business hours, the ticket’s priority will be escalated.

Note

Learn how to set up Business hours and holidays for your company.

To configure the escalation:

  1. Click Add action,

  2. Choose Set field from the drop-down menu,

  3. And select the Priority field.

Don’t forget to specify the priority value, for example, High or Urgent.

Target and Action

You can also go a step further and configure automatic assignment of high-priority tickets to an executive manager.

To do this, configure the target for the Next reply time metric and specify an action again:

  1. Click Add action,

  2. Choose Set field from the drop-down menu,

  3. And select the Assigned to field.

In this case, all escalated and answered tickets will be assigned to an Admin.

Next reply time

This tip is also applying to cascading SLAs.

Please review the related articles: