Ticket Escalation Matrix

Overview

Home >> Settings >> Support >> Ticket Escalation Matrix

To access the Ticket Category section:

-          Go to Settings.

-          Select Ticket Escalation Matrix in the Support section.

In the Ticket Escalation Matrix section, the details about each admin level are listed in the below given sequence.

-          Admin Level – Activation Time (Hours) – Email ID – Status

See sample screenshot of the Ticket Escalation Matrix section:

• Add New Admin Level

Home >> Settings >> Support >> Ticket Escalation Matrix >> Add Admin Level

To add a new admin level:

-          Click on the Add Admin Level button.

-          This will open the Add Admin Level window as shown in the screenshot below.

-          Enter name of the New Admin Level, Activation Time, Email ID and select its Status.

-          Click on the Save button.

See sample screenshot of the Add New Admin Level section:

• Edit An Admin Level

Home >> Settings >> Support >> Ticket Escalation Matrix 

To edit an existing admin level:

-          Click on the Edit icon located in front of the Admin Level that you want to edit.

-          This will open the Edit Admin Level window.

-          Make desired changes and click on the Update button.

• Delete An Admin Level

Home >> Settings >> Support >> Ticket Escalation Matrix

To delete an admin level:

-          Click on the Delete icon located in front of the admin level’s name that you want to delete.