How to set escalation matrix for Helpdesk requests ?

Helpdesk requests are raised by residents to report issues related to their unit or the society. If a request is not resolved within the specified timeframe by the assigned staff, it can be automatically escalated—provided escalation rules have been configured by the admin. Once the defined time limit is exceeded, the ticket is escalated to the next-level contact or member. If the issue still remains unresolved, it will continue to escalate to Level 2 and beyond up to Level 4, based on the contacts set up in the escalation hierarchy.

1. Go to the Helpdesk and select the settings option. Click on ‘Add Auto Escalation’ under Auto Escalation Settings.

2. Add the category, escalation hours, and contact details, then click on ‘Add’, which will configure the escalation settings for the category selected. Every auto escalation level can have up to 3 email IDs each. By default, the system will only pick email IDs added under the member profile and the society admin user list. Society Admin can configure auto-escalation rules for up to 4 levels.