Overview
Ensure timely progress on tickets by escalating when they sit too long in a status, exceed SLAs, or require higher attention.This recipe can be implemented as a Scheduled workflow (e.g., every 15 minutes) or as a Triggered workflow using time-entry/status updates.
How it works
- Monitors ticket status age and SLA thresholds
- Escalates priority, notifies leads, or reassigns per policy
- Adds an internal note detailing the escalation reason
Setup
1
Create the workflow
Name it “Status/Time-Based Escalation”. Use Scheduled if you want periodic checks.
2
Configure filters
Target tickets in specific statuses (e.g., Waiting on Technician) and priorities.
3
Add Checks and Updates
If status age > threshold or SLA breach imminent, increase priority, notify channel, and reassign if needed.
4
Add Ticket Note
Record the action taken and the timer/threshold that triggered escalation.
Best practices
- Use different thresholds per priority
- Notify both leads and the current owner
- Combine with reassignment rules for stalled tickets