Escalating Tickets #
Escalation marks a ticket as requiring manager-level attention.
Manual Escalation #
- Open the ticket detail.
- Click Escalate.
- Enter reason.
- Confirm.
Automatic Escalation #
WP-Cron job runs hourly. Auto-escalates tickets with violated SLA resolution time.
When escalated: is_escalated flag set, escalated_at/escalated_by recorded, timeline entry added, notification sent to support_manager users.