What are Escalation Rules?

An escalation rule is a rule that triggers a series of automations based on a condition. In restaurant and POS systems, escalation rules help ensure that operational issues or customer service tasks are addressed within a defined timeframe. A condition is periodically tested by a scheduler, which runs the chain if the condition evaluates to true. Escalation rules apply to tasks, alerts, or service requests that are waiting for action from a user.

For example:

Noah demands that his team move quickly on product support cases. He has asked that his support team handle cases that remain open for more than 4 hours. In addition, Noah wants to be alerted automatically when these escalations take place. This can be done with an escalation rule. A case can be escalated by an escalation rule if it remains unresolved for a certain period. An escalation rule may also send an email notification to a user or manager if a request is still open after a specified amount of time.

With the escalation rule, you can:

• Choose whether to escalate to a queue or to a user.
• Set the rule to automatically email a user.
• Set up rule entries to specify the order, conditions, and escalation actions.