Skip to main content
Closed for Voting

More actions for Escalation rules when SLA is violated

Related products:Freshdesk
  • November 19, 2014
  • 1 reply
  • 20 views
D
Contributor

When a SLA is violated, just an email gets sent out.


There needs to be an option to change the group, or assign to a new agent.

1 reply

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


The assignment of tickets or any other actions on  SLA violated tickets can be facilitated using the Supervisor rule. You can check for the condition "Hours since ticket overdue" and then add the corresponding action for the ticket.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Terms of UseAccessibility statement