Can ReadyDesk automatically escalate tickets?
Yes! ReadyDesk has complete Service Level Agreement or “SLA” functionality built in. You can define the complete workflow with unlimited SLA rules to ensure that your customers are receiving the absolute highest levels of support. For example, if you want to ensure that all tickets are handled within 3 hours of being opened, simply create a rule that will email the responsible staff member and/or their immediate supervisor to notify them of the nearing slippage. When a slippage does occur, you can define which escalation level to move a ticket to. You can even setup reminders and your on/off business hours to ensure that SLA rules are not being applied when no one is available. There is also complete reporting of each SLA event in the administration portal.
