How to set escalation matrix for Helpdesk requests ?

Helpdesk requests are raised by residents to report an issue in the unit or society. In case of requests not being actioned on time by the assigned staff, it can be auto-escalated if the escalation rules are configured by the admin.

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 society admin user list. Society Admin can configure auto-escalation rules for up to 4 levels.