Why It Matters
While your SLA targets define the timeline, escalations decide the consequences. Setting up proper escalations automates the reaction like notifying a manager or reassigning a ticket when a deadline approaches or officially breaches, ensuring critical requests are never ignored.
How to Set It Up
- Access the Configuration: As detailed in our guide on [Creating and Scoping SLA Policies], escalations are built directly into the SLA policy itself. Navigate to Setup → Service Levels, open an existing policy (or create a new one), and proceed to the Add Actions & Escalations section.
- Define Escalation Levels: Set your specific time-based triggers by selecting the relevant Targets and entering the Triggers (e.g., 10 minutes after breach).
- Set Conditions: Apply the specific Criteria and Conditions to dictate exactly when this particular escalation should fire.
- Configure Actions: Define the exact actions the system will execute at this threshold. You can configure soft escalations (like in-app notifications) or hard escalations (like auto-reassigning the ticket to a senior queue or increasing its priority from P2 to P1).
Next Steps
Add a warning escalation to an active SLA policy that triggers a soft email notification 1 hour before the breach, and a hard reassignment action if the ticket officially breaches.
