> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation Rules

> Automatically escalate tickets based on conditions

Configure automatic escalation to ensure important tickets get the right attention.

## What is Escalation?

Escalation automatically routes tickets to senior staff or specialized teams when certain conditions are met. This ensures:

* Urgent issues get immediate attention
* Stuck tickets don't fall through cracks
* Complex issues reach appropriate experts
* Customer satisfaction is maintained

## Types of Escalation

<CardGroup cols={2}>
  <Card title="Time-Based" icon="clock">
    Escalate if no response within X hours
  </Card>

  <Card title="Priority-Based" icon="triangle-exclamation">
    Escalate high/urgent tickets automatically
  </Card>

  <Card title="Sentiment-Based" icon="face-angry">
    Escalate negative sentiment tickets
  </Card>

  <Card title="Manual" icon="hand">
    Staff can escalate at any time
  </Card>
</CardGroup>

## Creating Escalation Rules

<Steps>
  <Step title="Navigate to Settings">
    Dashboard → Configuration → Escalation Rules
  </Step>

  <Step title="Click Create Rule">
    Select **Create New Rule**
  </Step>

  <Step title="Define Trigger">
    Set the condition that triggers escalation
  </Step>

  <Step title="Set Action">
    Configure what happens when escalated
  </Step>

  <Step title="Save Rule">
    Rule is now active
  </Step>
</Steps>

## Trigger Conditions

### Time-Based Triggers

| Condition         | Description                    |
| ----------------- | ------------------------------ |
| **No Response**   | No staff reply within X time   |
| **No Resolution** | Ticket open longer than X time |
| **Idle**          | No activity for X time         |
| **Reopened**      | Ticket reopened X times        |

### Priority Triggers

| Condition           | Description                    |
| ------------------- | ------------------------------ |
| **Priority Level**  | Ticket is urgent/high priority |
| **Priority Change** | Priority increased             |
| **VIP Customer**    | Specific user or role          |

### Sentiment Triggers

<Info>
  Sentiment triggers require AI features (**Pro** or **Enterprise**).
</Info>

| Condition                | Description                   |
| ------------------------ | ----------------------------- |
| **Negative Sentiment**   | AI detects frustration        |
| **Escalation Request**   | User asks to speak to manager |
| **Threatening Language** | Concerning message detected   |

### Keyword Triggers

* Specific words (e.g., "urgent", "emergency")
* Phrases (e.g., "speak to manager")
* Regex patterns for complex matching

## Escalation Actions

### Notification Actions

| Action            | Description                  |
| ----------------- | ---------------------------- |
| **Notify Staff**  | Send alert to specific users |
| **Notify Role**   | Alert everyone with a role   |
| **Channel Alert** | Post in a staff channel      |
| **DM**            | Direct message to user       |

### Assignment Actions

| Action            | Description            |
| ----------------- | ---------------------- |
| **Reassign**      | Move to specific user  |
| **Add Staff**     | Add user to ticket     |
| **Transfer Team** | Move to different team |

### Ticket Actions

| Action              | Description             |
| ------------------- | ----------------------- |
| **Change Priority** | Increase priority level |
| **Add Tag**         | Apply escalation tag    |
| **Move Category**   | Change ticket category  |
| **Add Note**        | Internal note added     |

## Escalation Levels

### Single-Level Escalation

Simple escalation to one target:

```
Ticket → Trigger → Senior Staff
```

### Multi-Level Escalation

Progressive escalation over time:

```
Level 1 (1 hour): Team Lead
Level 2 (2 hours): Manager
Level 3 (4 hours): Director
```

### Configuring Levels

<Steps>
  <Step title="Create Base Rule">
    Initial escalation rule
  </Step>

  <Step title="Add Level 2">
    New rule with longer time + Level 1 condition
  </Step>

  <Step title="Continue">
    Add more levels as needed
  </Step>
</Steps>

## Escalation Recipients

### By Role

Escalate to anyone with a specific Discord role:

* All role members can respond
* Workload distributed
* Easy to maintain

### By User

Escalate to specific individuals:

* Named person responsible
* Use for specialized topics
* Backup users recommended

### Round-Robin

Distribute escalations evenly:

* Each escalation goes to next user
* Prevents one person getting all
* Configurable rotation

## Escalation Paths

### By Category

Different escalation for different ticket types:

| Category  | Escalation Path                  |
| --------- | -------------------------------- |
| Billing   | Finance Team → Finance Manager   |
| Technical | Tier 2 Support → Engineering     |
| General   | Senior Support → Support Manager |

### By Priority

| Priority | Escalation                |
| -------- | ------------------------- |
| Low      | Standard path             |
| Medium   | Standard path (faster)    |
| High     | Skip to manager           |
| Urgent   | Immediate to senior staff |

## Preventing False Escalations

### Exclusions

Don't escalate if:

* Ticket is already assigned to escalation target
* Ticket has been responded to (for time-based)
* Certain tags present
* Outside business hours (optional)

### De-escalation

Return to normal when:

* Issue resolved
* Priority lowered
* Manually de-escalated
* Customer satisfied

## Monitoring Escalations

### Escalation Dashboard

Track:

* Active escalations
* Escalation rate over time
* Time to resolve escalated tickets
* Most common triggers

### Alerts

Get notified when:

* Escalation rate spikes
* Same ticket escalates multiple times
* Escalation target unavailable

## Best Practices

<Tip>
  **Balance Sensitivity**
  Too aggressive = alert fatigue. Too conservative = missed issues.
</Tip>

<Tip>
  **Multiple Channels**
  Use both dashboard and Discord notifications for critical escalations.
</Tip>

<Tip>
  **Document Paths**
  Help staff understand escalation criteria and processes.
</Tip>

<Tip>
  **Review Regularly**
  Analyze what's being escalated and refine rules accordingly.
</Tip>

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Questions about escalation? Join our Discord
</Card>