Escalation Plans
When a case step runs past its deadline, an escalation plan tells the next person, then the next, until it moves.
- Live
- Web dashboard
On the dashboard
See it in action
In Admin Settings > Escalation Plans, an administrator creates an After-hours escalation plan with a two-hour time to completion and two levels, Coordinator then General Manager an hour later, reads it back in plain English and adds it to the list.
How it works
Full guide in Help · 12 steps →Admin Settings > Escalation Plans, then New plan.
Good to know
An escalation plan decides who gets told when a case step runs past its deadline, and how long to wait before telling the next person.
This example gives a step two hours. When that runs out, Support Agent is notified immediately; an hour later, if the step is still not actioned, it reaches Admin.
What it does
- Give a step a time to completion.
- Add levels that notify a role, a named person or an outside contact.
- Set the wait between one level and the next.
- Save a plan once and reuse it across case types.
- Everyone reached can pick up and complete the step, not just hear about it.
- For
- Administrators · Managers
- Works on
- Web dashboard
- Plans
- Every plan
- Released
- 7 Jul 2026
Works with
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