Escalation Matrix

Idea created by Riya Badlani on Jun 12, 2018
    New Idea

    Currently there is no facility to define Support Level for Incident. Which is very essential feature for any service base company.


    For Instance, Incident raised and assigned to default assignee, or manually selected one. But in IT/software always there is Support level and auto-assignment. 


    Case : I have three support level L1, L2 & L3. Incident first assigned to L3 by default. if they are not able resolve they will escalate to L2 and Incident should be assigned to Lead of L2 Support and same for L1. Currently there is no facility to define Level for auto-assignment. Only through automation we can notify to one level up-down and manually agent needs to assign ticket to L2.


    This is very blocking feature for any ticketing system.

    What problem will this feature solve?:
    Auto-assignment and able to define escalation level