AL: Reference: Escalation Settings

Use the following definitions to determine the appropriate triggers and delivery methods for your escalation rules.

Setting	Description
Ticket Due Date (Trigger)	Escalation sends once a specified number of minutes has passed after an open ticket's due date.
Not Accepted (Trigger)	Escalation sends once a specified number of minutes has passed if the ticket is still in an unacknowledged/start/new state.
Escalation Time	The time (in minutes) that controls when the escalation will send based on your selected trigger.
Email (Method)	Sends a configurable email to a specific list of addresses or a distribution list.
Push (Method)	Generates a push notification on the Alice Staff app (mobile) for users on the go without access to Alice Desktop.
Pop Up (Method)	Generates a pop-up window on Alice Desktop (web). Requires pop-up blockers to be turned off.
In-App (Method)	Generates a message within the same window and browser tab where Alice is open.