How to define escalation levels in Heldesk or Complaint Management?
You can define the escalation level for complaint management. The escalation levels can be applicable at
- Site Level: The escalation levels will be applicable to all type of complaints.
- Nature / Sub Nature Level: There can be different escalation levels for different category and sub category of complaint.
To configure the escalation level, steps are:
- Go to Complaint-> Complaint Escalation
- You can define as many levels as you want in the below UI. The emails and notification will be automatically sent to configured emails and mobile numbers.
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