Ticket Escalation

Ticket Escalation#

Ticket escalation refers to the process of ensuring that tickets receive attention and resolution within predefined service levels. Escalations are typically configured as part of service-level agreements (SLAs) or as default queue escalation times to maintain consistent and efficient support.

Here’s how ticket escalation works in Znuny:

Components of Escalation#

Escalation times#

There are three escalations types in Znuny:

  • First Response Time: The time within which the first response to a ticket should be provided.

  • Update Time: The maximum allowed time between updates or replies.

  • Solution Time: The total time allowed to resolve the ticket.

These are set within the service level agreement or in the queue settings directly.

Escalation Events#

Escalation events are used by automations within the system like:

  • Notifications

  • Web Services

  • Proceses

  • Generic Agents

  • Event Modules (hard coded perl modules)

The events are:

  • Escalation<Type>NotifyBefore

  • Escalation<Type>TimeStart

  • Escalation<Type>TimeStop

See also

Further Information

Components of Escalation

Escalation Priority#

Escalation rules are applied first for the queue. If a service level agreement is assagined, this will override any queue times.

Escalation Monitoring#

An Escalation View as well as dashboard widgets for viewing escalated tickets. This helps prioritize urgent tickets and avoid breaches.

Escalation Dashboards Widgets#

Agent Dashhboard

Shows all tickets for which a user has rw permissions.

Customer User Information Center

Shows all tickets for which a user has ro permissions.

Customer Information Center

Shows all tickets for which a user has ro permissions.

Escalation Notifications#

When tickets approach or breach escalation thresholds, notifications are sent to recipients. By default:

  • All agents with write permissions to the queeue

  • All agents subscribed to the queue

See also

Further Information

Ticket-Notification Configuration

Escalation Workflow#

  1. Ticket Creation: A new ticket is assigned to a queue or service with escalation settings.

  2. Timer Starts: Escalation timers begin based on the ticket’s creation or update time.

  3. Monitoring: Agents and supervisors track tickets in the escalation view.

  4. Notifications: If no action is taken, Znuny triggers notifications based on configured rules.

  5. Answer: A first response is sent, stopping this timer.

  6. Update: An update is sent, resetting this timer.

  7. Resolution: The ticket is closed, stopping the escalation update timers.

        graph TD
    Start((Start))
    A[Answer]
    B[Update]
    C[Resolution]
    End((End))
   Start --> A
   A --> B
   B --> C
   C --> End

Tips for Effective Escalation Management#

  • Queue Response Time: Define a first response time for each queue of entry.

  • Define SLAs Clearly: Ensure escalation thresholds align with your team’s response and resolution capabilities.