Escalation
Choose the teammate who takes over when a case is still unresolved after a number of days.
A worker should not leave a case stuck. When you hire a worker you set If it gets stuck, and you can change it later on the worker's Settings tab:
- Hand it to: the teammate who takes the case. It defaults to you.
- After: how long a case can stay open before it is handed over: 1, 2, 3, 5, 7, or 14 days.
The days are counted from when the case was opened, not from its last activity. A case that is still not done when that time is up moves to Escalated and shows who it was handed to. The timeline records why, under "Handed to a teammate". The worker also hands over a case straight away when it cannot go on, for example when it keeps failing or needs a decision only a person can make.
The teammate gets a notification with a link to the case. They can open it, see everything the worker did, and take it from there or close it. If no teammate is set, the case goes to the workspace owner. The worker stops working on an escalated case until a person decides what happens next.
A teammate who is handed cases, and the person who set up the worker, also see them in the daily digest email.
Examples
- Collections: hand an invoice that is still unpaid to the person who owns the client relationship.
- Lead follow-up: hand a lead that has not been answered to someone on the team.
What escalation does not do
Escalating does not close the case and does not undo anything. It does not give the person extra permissions: they see what their own role allows. You cannot switch automatic escalation off for a worker hired for a job. Choose a longer time, such as 14 days, if cases normally take a while. See Cases.