Using Escalation
What It Does
Escalation automatically routes unresolved or high-priority issues to the right person or team when a response is needed quickly. Instead of letting conversations stall, Escalation ensures critical items get flagged and handed off without manual intervention.
Use it to:
- Move urgent tickets or tasks to a senior team member
- Trigger alerts when a response hasn't been received within a set timeframe
- Keep customers or stakeholders from falling through the cracks
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How to Get Started
- Go to the Escalation section in your BizRnR dashboard sidebar.
- Create a new escalation rule by clicking + New Rule.
- Set your conditions — choose what triggers the escalation (for example, no response after a set period, a specific tag, or a priority level).
- Assign an escalation target — select the team member, team, or role that should receive the escalated item.
- Save and activate your rule. It will begin applying to matching items immediately.
You can create multiple rules for different scenarios and reorder them to control priority.
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Common Questions
Can I escalate to more than one person? Yes. You can assign escalations to an individual or a team, so multiple people can be notified at once.
Will the original assignee be notified when something is escalated? Yes. By default, the original assignee receives a notification when their item is escalated, keeping everyone in the loop.
Can I pause or disable a rule without deleting it? Yes. Each rule has a toggle that lets you deactivate it temporarily. Your settings are saved so you can reactivate it at any time.
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> Tip: Review your escalation rules regularly to make sure targets and conditions still reflect your current team structure.