ESCALATION MANAGEMENT
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.
Sign up todayIndition ServiceDesk Features List
| Standard | Enterprise | |
|---|---|---|
| Pricing | Per User | Per User |
| Inbound and Outbound Call Management | ||
| Inbound and Outbound Email Communication | ||
| Inbound and Outbound SMS Communication* | ||
| Online Chat with Bots | ||
| Facebook Messenger Integration | ||
| WhatsApp Messenger Integration | ||
| 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 & asset repository | ||
| Multiple call center support | ||
| Lead creation from external forms | ||
| Public Knowledge Base | ||
| Private Knowledge Base | ||
| Questions & Answers | ||
| Agent Info Center | ||
| Detailed Reporting | ||
| Custom Development / Extended Functionality | ||
| Single Sign-On | ||
| HIPAA Compliant |
*Additional usage fees apply
