SLA Escalations and Email Notifications
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Escalation rules ensure no ticket goes unnoticed. The system automatically monitors SLA times and triggers notifications and actions when thresholds are reached.
Three Escalation Levels
| Level | When | Action |
|---|---|---|
| ⚠️ Warning | 80% of SLA time used | Email, notification |
| 🚨 Breach | 100% SLA exceeded | Email, ticket reassignment |
| 🔴 Critical | 150% SLA exceeded | Manager email, priority change |
Email Notifications
At each level, the system sends an email with ticket number, customer info, priority, status, SLA deadlines, usage percentage, and a direct link to the ticket.
SLA Pauses
When a ticket moves to Waiting status, SLA hours are paused. When the status changes back, the deadline is adjusted accordingly.
Tip: Set the warning threshold to 80% — this gives your team time to respond before a breach.
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