This screen demonstrates the configuration of an escalation workflow for a Helpdesk ticket stage. It allows automated follow-up actions to be triggered based on the time elapsed since the ticket was created.

Key Features Highlighted:

• Assign specific email templates to notify stakeholders at each escalation point.
• Enable or disable the escalation feature per stage.
• Configure multiple escalation levels, each with:
  • Custom delay time (in hours)
  • Notification recipients (assignee or specific user)
  • Personalized escalation messages

This functionality ensures faster resolution of tickets and helps maintain compliance with internal SLAs.

This screenshot presents the Applied Escalations list view, accessible only to users in the Helpdesk Escalation Manager group.

What it shows:

• Escalation record linked to a ticket
• Assigned user responsible for handling it
• Applied and notification timestamps
• Current escalation state

✅ Green rows indicate successfully sent notifications.

🧠 Smart Escalation Logic: If the assigned user acts on the ticket during the first escalation, the system automatically stops further escalation steps to avoid unnecessary repetition.