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EEscalations are issues or tasks that a lower user is unable to handle so they escalate it to a higher role. You can create a hierarchy of positions capable of handling a wide array of issues by using the assignment rule configuration. Escalations are able to be viewed, accepted, and handled and all interactions are logged for proper tracking. Escalations assigned to a user are upfront and center when they log in and new assignments can also trigger email notifications. Managers and admins have the full ability to reassign, accept, or delete escalations as they see fit.

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Indition ServiceDesk Features List

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Inbound and Outbound Call Management
Contact Management
Contact Activity/Interaction Recording
Pinned Callbacks & Escalations
Multi-customer/multi-department support
Escalation management
Escalation Notifications
Phone system integration
Call dispositions with triggered actions
Automatic callback creation
Document repository
Online chat system
Multiple call center support
Lead creation from external forms
Questions & Answers
Detailed Reporting