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.