How to send escalation emails when an agent has not responded on a ticket for a definitive period of time?
Modified on: Thu, 21 Feb, 2019 at 10:24 PM
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You could configure Escalation Rules when an agent has not sent a first response within a set time. This could be done under the Admin-->SLA Policies-->Edit-->"What happens when this SLA is violated?"-->"Set escalation rule when a ticket is not responded to on time".
You could also configure a Supervisor Rule(under Admin-->Supervisor-->New Rule). A sample rule would be
Conditions: Hours since First Response Due
Actions: Send email to agent-->Escalation Agent Name
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