In Zoho Desk, SLA policies include escalation rules with multiple levels. Level 1 might email the assigned agent when 80% of the SLA time has elapsed. Level 2 notifies the department head if the SLA is breached. Level 3 reassigns to a senior agent automatically.
Escalation recipients can include the assigned agent, team lead, department manager, or any custom user. Actions include sending email notifications, reassigning the ticket, changing priority, or adding a comment. Multiple levels can fire in sequence.
The Radar app and Zoho Desk dashboards give supervisors real-time visibility into tickets approaching SLA deadlines. Proactive intervention before an escalation fires improves team performance metrics and customer experience.
An SLA escalation is an automated action triggered when a ticket is nearing or has exceeded its SLA deadline. It notifies relevant people or takes actions like reassignment to prevent the ticket from being missed.
Yes. Zoho Desk SLA policies support multiple escalation levels. Each level can fire at a different point, such as 75% of SLA elapsed, at breach, and at 1 hour post-breach, with different recipients and actions at each stage.
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