Escalation Alerts are a form a notification that can be presented to the agent when a ticket has become past due in response or resolution. This is accomplished through the use of Service Level Agreements (SLA).
A glance at TPD's
Brief Summary
When TPD's have been set in place you can choose if an escalation alert needs to be sent to an agents inbox when the ticket response or resolve threshold has been met. What this means is when a ticket has passed the due date based on what it was configured at then an alert will be sent to the Agents inbox alerting them of the past due date and that the ticket should be responded too or resolved immediately.
If you would like a more in-depth look at how TPD's work and how to get it set up for your company you can check that out here.
Escalation Alerts are a form a notification that can be presented to the agent when a ticket has become past due in response or resolution. This is accomplished through the use of Service Level Agreements (SLA).
A glance at TPD's
Brief Summary
When TPD's have been set in place you can choose if an escalation alert needs to be sent to an agents inbox when the ticket response or resolve threshold has been met. What this means is when a ticket has passed the due date based on what it was configured at then an alert will be sent to the Agents inbox alerting them of the past due date and that the ticket should be responded too or resolved immediately.
If you would like a more in-depth look at how TPD's work and how to get it set up for your company you can check that out here.