Learning how: Configuring Case Escalation

Responding to client requests in a timely manner can make all the difference to your clients' perception of your customer service. One way to ensure that cases are handled quickly and efficiently is through case escalations. This gives you the administrator the ability to configure cases to automatically escalate if there has been no action on a case in a specified time. This is done through case escalation.

Escalation is configured through the admin workspace and can be configured either very broadly at the category level or very granularly all way down to case type. Regardless of whether case escalation is configured at the category or case type level, escalation triggers based on updates to the case within a configured time threshold. What this means is you can set cases to escalate at different rates based on the conditions you select at the category or case type level.

To learn more, watch the video on Configuring Case Escalation.