Escalation Email Alerts

Escalation emails are a great way to make sure tickets are addressed quickly. For example, you can choose to be alerted if a ticket does not receive activity after it’s been open for 24 hours.

1. Pull up the person’s profile: If you are modifying someone else’s settings, click the People tab, then select the user. If you are modifying your own profile, click Profile in the upper-right hand corner of your screen.
2. Scroll to the Email Notifications section: Under this section, check Escalation, then select the point at which you want an automatic email reminder to be sent. For example, if you select 3 hours, this user will receive an email alert after the ticket has been open for 3 hours with no activity.

   

3. Press "Save."
   

Pro Tip! Escalation alerts are additional email alerts. Users subscribed to All Activity as well as the Escalation emails will get an email when the ticket is created, as well as after it has remained open for the set amount of time.