Create escalation levels in Service

Updated on 7 Jun 2022

In order to give excellent customer service, you need to answer and solve customer requests as quickly as possible. Some customers may even have a Service Level Agreement (SLA) that specifies by what time it should be answered. Learn how you can set up escalation levels, to make sure that requests don’t “lay around” unanswered for too long. 

If a request isn’t answered or solved within a certain period of time, SuperOffice Service will escalate this request to another agent or a manager.

You need to set up escalation levels to make sure customer requests are solved quicker, which, in turn, will bring you more happy and loyal customers.

Properites for escalation levels in ServiceDefine properties for escalation levels in SuperOffice Service