Escalations

What are escalations?

If your support team doesn’t respond to a case soon enough and violates your SLA, the case can be escalated to indicate that it’s now high priority. That escalation might involve sending a reminder email to the agent assigned to the case, as well as updating the case itself to raise its priority.

Customer support platforms like Kayako can automatically escalate cases that have fallen behind, leaving your support team free to reply the customer.