The Rocketship escalation engine manages ticket dispatching and escalation. Learn about the “cooldown” settings and how to update them in this guide.
Learn how to adjust the Next Activities sort order in Rocketship to effectively manage technician tasks. Choose from various options based on your site’s needs. Update the setting easily through the Admin Portal. Understand the sorting logic and how it impacts past due tickets. Special considerations for tickets without SLA resolutions and legacy customers.
When creating or modifying Escalation Rules in Rocketship, the default 15-minute block of time is used. If auto-scheduling is not working, check the configuration of the Escalation Team’s Auto Scheduling value in the Admin Portal.
Learn how to test Ticket Criteria for Escalation Rules using the prediction capability in Autotask. Discover common reasons for criteria mismatches.
Discover the power of Escalation Methods in Rocketship, as they play a key role in ticket assignment and routing. Learn how they differ from Escalation Rules and how they enhance the ticket routing process with dynamic strategies and directions.