{"id":1551,"date":"2020-07-27T10:46:53","date_gmt":"2020-07-27T05:16:53","guid":{"rendered":"https:\/\/blog.isocietymanager.com\/?post_type=ufaq&#038;p=1551"},"modified":"2023-11-21T16:10:22","modified_gmt":"2023-11-21T10:40:22","slug":"how-to-define-escalation-levels-in-isocietymanager","status":"publish","type":"ufaq","link":"https:\/\/factech.ai\/blog\/ufaqs\/how-to-define-escalation-levels-in-isocietymanager\/","title":{"rendered":"How to define escalation levels in Heldesk or Complaint Management?"},"content":{"rendered":"<div  class=\"ewd-ufaq-faq-list ewd-ufaq-page-type-load_more ewd-ufaq-category-tabs- ewd-ufaq-faq-category-title-accordion\" id='ewd-ufaq-faq-list'>\n\n\t<input type='hidden' name='show_on_load' value='' id='ewd-ufaq-show-on-load' \/>\n<input type='hidden' name='include_category' value='' id='ewd-ufaq-include-category' \/>\n<input type='hidden' name='exclude_category' value='' id='ewd-ufaq-exclude-category' \/>\n<input type='hidden' name='orderby' value='date' id='ewd-ufaq-orderby' \/>\n<input type='hidden' name='order' value='desc' id='ewd-ufaq-order' \/>\n<input type='hidden' name='post_count' value='-1' id='ewd-ufaq-post-count' \/>\n<input type='hidden' name='current_url' value='\/blog\/wp-json\/wp\/v2\/ufaq\/1551' id='ewd-ufaq-current-url' \/>\n\t\n\t\n\t<div class='ewd-ufaq-faqs'>\n\n\t\t<div  class=\"ewd-ufaq-faq-div ewd-ufaq-faq-column-count-one ewd-ufaq-faq-responsive-columns- ewd-ufaq-faq-display-style-default\" id='ewd-ufaq-post-1551-qx4pwYoHMl' data-post_id='1551'>\n\n\t\t\n\t<div class='ewd-ufaq-faq-title '>\n\t\n\t<a class='ewd-ufaq-post-margin'  href='https:\/\/factech.ai\/blog\/ufaqs\/how-to-define-escalation-levels-in-isocietymanager\/' >\n\n\t\t<div class='ewd-ufaq-post-margin-symbol ewd-ufaq-square'>\n\t\t\t<span >A<\/span>\n\t\t<\/div>\n\n\t\t<div class='ewd-ufaq-faq-title-text'>\n\n\t\t\t<h4>\n\t\t\t\tHow to define escalation levels in Heldesk or Complaint Management?\t\t\t<\/h4>\n\n\t\t<\/div>\n\n\t\t<div class='ewd-ufaq-clear'><\/div>\n\n\t<\/a>\n\t\n<\/div>\n\t\n\t<div class='ewd-ufaq-faq-body' >\n\n\t\t\n\t\t\t\n\t\t\n\t\t\t<div class='ewd-ufaq-post-margin ewd-ufaq-faq-post'>\n\t<p>You can define the escalation level for complaint management. The escalation levels can be applicable at<\/p>\n<ul>\n<li><strong>Site Level:<\/strong> The escalation levels will be applicable to all type of complaints.<\/li>\n<li><strong>Nature\u00a0 \/ Sub Nature Level:<\/strong> There can be different escalation levels for different category and sub category of complaint. &#8211;<\/li>\n<\/ul>\n<hr \/>\n<p><strong><span style=\"color: #0000ff\">TAT in complaint reports is shown from Nature wise escalation settings, considering Level 1 time as TAT<\/span><\/strong><\/p>\n<hr \/>\n<p>To configure the escalation level, steps are:<\/p>\n<p>1. Go to Complaint-&gt; Complaint Escalation<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-1538\" src=\"https:\/\/blog.isocietymanager.com\/wp-content\/uploads\/2020\/07\/complaint-escalation-menu.png\" alt=\"complaint escalation, service request escalation\" width=\"212\" height=\"423\" srcset=\"https:\/\/factech.ai\/blog\/wp-content\/uploads\/2020\/07\/complaint-escalation-menu.png 212w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2020\/07\/complaint-escalation-menu-150x300.png 150w\" sizes=\"auto, (max-width: 212px) 100vw, 212px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>2. You can define as many levels as you want in the below UI. The emails and notification will be automatically sent to configured emails of the admin user selected in Notify field.<\/p>\n<p><a href=\"https:\/\/factech.ai\/blog\/category-wise-escalation\/\" rel=\"attachment wp-att-7559\"><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-7559 aligncenter\" src=\"https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation.png\" alt=\"add complaint tat or sla or escalation matrix\" width=\"2724\" height=\"1220\" srcset=\"https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation.png 2724w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-200x90.png 200w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-512x229.png 512w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-768x344.png 768w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-1536x688.png 1536w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-2048x917.png 2048w, https:\/\/factech.ai\/blog\/wp-content\/uploads\/2023\/11\/category-wise-escalation-850x381.png 850w\" sizes=\"auto, (max-width: 2724px) 100vw, 2724px\" \/><\/a><\/p>\n<\/div>\n\t\t\n\t\t\t<div class='ewd-ufaq-faq-custom-fields'>\n\n\t\n<\/div>\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t<div class='ewd-ufaq-permalink'>\n\t\n\t<a href='https:\/\/factech.ai\/blog\/ufaqs\/how-to-define-escalation-levels-in-isocietymanager\/'>\n\t\t\n\t\tPermalink\t\t <div class='ewd-ufaq-permalink-image'><\/div> \t\n\t<\/a>\n\n<\/div>\n\t\t\n\t\t\t\t<div id=\"respond\" class=\"comment-respond\">\n\t\t<h3 id=\"reply-title\" class=\"comment-reply-title\">Leave a Reply <small><a rel=\"nofollow\" id=\"cancel-comment-reply-link\" href=\"\/blog\/wp-json\/wp\/v2\/ufaq\/1551#respond\" style=\"display:none;\">Cancel reply<\/a><\/small><\/h3><p class=\"must-log-in\">You must be <a href=\"https:\/\/factech.ai\/blog\/wp-login.php?redirect_to=https%3A%2F%2Ffactech.ai%2Fblog%2Fufaqs%2Fhow-to-define-escalation-levels-in-isocietymanager%2F\">logged in<\/a> to post a comment.<\/p>\t<\/div><!-- #respond -->\n\t\n\t\t\n\t\t\t<div class='ewd-ufaq-back-to-top'>\n\t\n\t<a class='ewd-ufaq-back-to-top-link'>\n\t\tBack to Top\t<\/a>\n\n<\/div>\n\t\t\n\t<\/div>\n\n<\/div>\n\t<\/div>\n\n\t\n<\/div>","protected":false},"excerpt":{"rendered":"<p>A 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\u00a0 \/ Sub Nature Level: There can be different escalation levels for different category and<\/p>\n","protected":false},"author":4,"featured_media":1538,"comment_status":"open","ping_status":"closed","template":"","ufaq-category":[458,473],"ufaq-tag":[2998,1990,475,476,477,474,1989,478,2997],"ufaq_folder":[],"class_list":["post-1551","ufaq","type-ufaq","status-publish","has-post-thumbnail","hentry","ufaq-category-complaint-management","ufaq-category-escalation-matrix","ufaq-tag-add-tat-for-complaints","ufaq-tag-centralized-helpdesk-management-system","ufaq-tag-complaint-esclation-matrix","ufaq-tag-define-complaint-escalation-levels","ufaq-tag-edit-complaint-escalation","ufaq-tag-escalation-matrix","ufaq-tag-helpdesk-escalation-management","ufaq-tag-how-to-configure-escalation-matrix","ufaq-tag-how-to-define-tat-for-helpdesk"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to define escalation levels in Heldesk or Complaint Management? - Facility Technology<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/factech.ai\/blog\/\/ufaqs\/how-to-define-escalation-levels-in-isocietymanager\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to define escalation levels in Heldesk or Complaint Management? - Facility Technology\" \/>\n<meta property=\"og:description\" content=\"A How to define escalation levels in Heldesk or Complaint Management? 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