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Escalation rules

Notify people — and optionally reassign or raise priority — as a ticket approaches or breaches its SLA.

Settings → Escalation rules

Notifies people as a ticket approaches or breaches its SLA — and, if you ask it to, hands the ticket to another role or raises its priority. Checked every 5 minutes against every open ticket whose SLA clock is running (a ticket on hold, or in a status that pauses the SLA, is skipped). Editing needs the SLA permission.

How the threshold works

Threshold % is how much of the SLA window (first response or resolution) has elapsed: (now − createdAt) / (dueAt − createdAt) × 100. 50% means "halfway to due"; 100%+ means the SLA has already been breached.

  • A rule fires once the elapsed percent crosses its threshold — and, unless you set Repeat every (minutes), only once per ticket. With a repeat, everything the rule does happens again at that interval while the ticket is still past the threshold.
  • Project-specific rules override org-wide ones for the same metric — not combined. If a project has its own First Response rule, the org-wide First Response rule doesn't also apply to it.
  • A ticket whose SLA metric is already satisfied (first response already sent, or already resolved) is skipped for that metric.

Who gets notified

  • Assignee / Reporter — in-app notification + any configured Slack/Teams broadcast.
  • Roles — every active member holding a checked role gets notified too, regardless of whether they're on the ticket.
  • Customer (by email) — only if the ticket has a customer with an email on file.

Changing the ticket

  • Reassign to a role — hands the ticket to whoever holds that role and has the fewest open tickets in the project. If nobody holds it, the assignee is left as-is.
  • Raise the priority one step — Low → Medium → High → Urgent. A ticket with both an impact and an urgency keeps the priority its matrix gives it.
  • Both show up in the ticket's history like any other change. An escalation never moves a ticket to another status.

Known limitations

  • Runs on a 5-minute cadence, not instantly — a threshold crossed at minute 1 of a 5-minute window can take up to ~5 minutes to notify.
  • A disabled rule is simply never evaluated — no log entry either way.