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How to create ticket escalation

Heather Stanley
Updated
  1. Go to the Tickets tab inside Whistle
  2. Select Ticket Escalation
  3. Click + New Escalation
    Ticket Esclation Steps
  4. Set the Rule Settings;
    1. Escalated after X minutes
    2. And Task Status is... 
      1. Not Complete
      2. Unassigned
      3. Completed
      4. Cancelled
    3. And Task Department is...
    4. And Task Type is...
  5. Create Rule Trigger;
    1. Notify Role
    2. Notify Users
    3. Notify Department
    4. Follow up with Guest
    5. Notify a Team Chat Channel
    6. Send an Email
    7. Send a Text
  6. Click Save
    Edit Esclation Steps

 

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