Once the ticket has elapsed its response time or resolution time set, it becomes overdue and has to be taken care of immediately. This might happen every now and then when an agent goes on a vacation or falls sick. During this time, It is better to escalate the ticket to another agent for immediate action. This can be defined in the SLA policies that you create.

Quick guide for creating a new SLA policy:

  • Navigate to the Admin > Service management > Service Desk settings > SLA and OLA policies.
  • Choose New SLA policy.
  • Give a new name to the policy you are creating and a brief description about it.
  • Now for each priority level, choose the ticket response time, resolution time, whether the SLA is in business or calendar hours.

Defining Escalation Rules
The escalation rules can also be established when creating custom SLAs. For example, you can choose who you want to escalate the ticket to when the ticket hasn't been resolved for a specific time interval.

You can set up to four levels of Escalations, for ticket resolution and one level for ticket response.

You can configure ticket escalation to be group-specific. You could configure each of your groups to escalate tickets to an agent belong to that specific group.

Note: Admins can now define internal Operational Level Agreements (OLA) on tickets/problems/changes and release (TPCR) tasks. This will dictate the time within which Agents should complete Tasks inside the TPCR, ensuring continuous service delivery and compliance. More details here.