An escalation acts on a ticket that has waited too long: it changes the priority, moves the department, assigns somebody or sends a notification.
- Add a rule
Settings › Support Ticket Escalations.
- Choose what it watches
Which departments and which statuses.
- Set the wait
How long a ticket must sit before the rule fires.
- Choose the action
Reassign, change priority, change department, notify.
Make one rule tell a person
A rule that only raises the priority changes nothing if nobody watches priority. The ticket is still ignored, now in red.
Escalations need the scheduler
They run from the cron job. If it is not running, no escalation has ever fired.