AL: How To Add Escalation Rule

Use this workflow to request and configure an escalation rule to serve as a call to action for open tickets that need immediate attention. Because only Alice Staff can add an escalation rule, this process requires submitting a request to the support team.

 

Before you begin...

• Only Alice Staff can add an escalation rule to an account.
• Before considering escalations, ensure you have strong Alice usage across your staff and keep escalations to a minimum to avoid desensitizing your team.
• Consider your property goals, realistic standards for ticket completion, and your current adherence to those standards before requesting this feature.
• Best Practice: Consider using a distribution list for the recipient emails rather than personalized email addresses. This allows your team to manage recipients internally without having to submit a support ticket every time an individual recipient changes.

Steps:

1. Download the Escalation Intake form located at the bottom of the article, then submit the completed form to [e-mail]

The Result Success: The support team will configure the escalation rule for your account. Once active, a warning icon will signify a ticket that has been escalated based on your specified criteria.

 

Troubleshooting

• Note: You can create a saved filter to show a view of all escalated tickets on the ticket dashboard. Escalation filters are only available if you have escalation rules set up for your property.