Escalation settings

Watch this video for a quick overview of the Escalation settings in QuestionPro’s enhanced closed loop feedback system.

Escalation settings allow you to configure time bound rules to automatically escalate tickets once the set time is elapsed. It allows you to create multi-tiered escalation setups.

Navigate to the following location:

• Customer Experience → Closedloop → Workspace → Settings → Escalation

1. Go to Closedloop → Workspace → Settings → Escalation and click on Create escalation rule button

2. You'll be presented with a pop up window to enter necessary details for configuring the escalation rules

3. Configure the rule by selecting a segment, entering a rule name, choosing the manager to whom the ticket should be escalated, and specifying the number of days and hours the system should wait before escalating an unresolved ticket and click on Create

• To edit a rule, click on the rule name

• Copy and Delete options are shown on the right side when yuo hover on any escalation rule

• To make a rule Active/Inactive you can use the status drop down

• You can also perform bulk actions by selecting multiple tickets

There is a limit of maximum 10 escalation rules for each Segment. Once you hit the limit, the system will prompt you to delete existing rules for that segment.

Yes, you can use the Activity logs icon next to the Segment filter to access the activity logs.