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:

  • Go to the Admin > SLA 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 and to whom the ticket should be escalated once the SLA is violated.
  • Once you are done, click Save.
  • You have created a new SLA policy successfully. The same way, multiple SLA policy can be created.

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.