Escalations are a way to call attention to a ticket that is past due. It is an additional call to action for a ticket that still needs attention. To use escalations most successfully we recommend that a property use ALICE for at least three months to develop general best practices before requesting the escalations feature. Before to action on an open ticket that should be closed out promptly.
To avoid becoming desensitized by the urgency that Escalations highlight, try to keep them to a minimum. Before considering escalations, ensure you have strong usage across staff. When requesting this feature, we recommend considering these questions:
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Only ALICE Staff can add an Escalation Rule to an account. Contact
Download the Escalation Intake form below, then submit the completed form to support@actabl.com to submit a ticket for a new Escalation Rule.
Include the following information:
Property Name
Facility & Service to apply the Escalation Rule
Recipient email addresses
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Things to Consider
Escalated Tickets Filter and Notification
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ALICE has a filter that gives you a clear view of which tickets have been escalated. With this filter, it is easy to consolidate the view to identify which requests need immediate attention. It is also possible to create a Saved Filter to view all escalated tickets if these tickets are frequently referenced.
Escalations filters are only available if you have escalation rules set up for your property.
ALICE also displays an escalations icon on the ticket list to call out tickets that have been escalated.
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Escalations will trigger based on time passed after a ticket due date. This value is called “Escalation Time” and is measured in minutes. If an Escalation Rule is set up with an Escalation Time of 5 min, then the Escalation will trigger 5 minutes after the ticket due date has passed.
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Escalation Triggers
Ticket Due Date: Based on minutes after a due date has passed on a ticket that is not closed. Escalation will send once the escalation time has passed on an overdue open ticket.
Alert: Based on a ticket’s alert settings. Escalation will send once the escalation time has passed after a ticket alert has been triggered.
Not Accepted: Based on the tickets status. Escalation will trigger once the escalation time has passed if the ticket is still in an unacknowledged/start/new state.
Escalation Types
Email: Sends an email to a specific list of email addresses or a distribution list email address (recommended). Since this method can send an individual escalation per ticket, the content of the email is configurable.
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Consider using a distribution list as the recipient emails rather than personalized email addresses to avoid having to submit support tickets to update the Escalation Rule if the personalized emails or individual recipients change. Creating a distribution list would allow teams to manage the recipient emails without the help of the ALICE support team. |
Push (Mobile): Generates a push notification on ALICE Staff app (mobile). This method designed for users on the go, without access to ALICE Desktop (web).
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Pop Up (Web): Generates a pop up window on ALICE Desktop (web). Must have pop-up blocker turned off.
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In-App (Web): Generates a message within the same window and browser tab where ALICE is open.
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Escalation Time
With Escalations, less is more. To avoid becoming desensitized by the urgency that Escalations highlight, try to keep them to a minimum. Before considering escalations, ensure you have strong usage across staff.
To implement escalation rules for your operation, contact support@actabl.com to determine eligibility and receive an intake form.Escalations time (in minutes) controls when the escalation type will send based on the escalation trigger.
Escalated Tickets Filter and Notification
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Create a saved filter to show a view of all escalated tickets on the ticket dashboard.
Escalations filters are only available if you have escalation rules set up for your property.
The warning icon signifies a ticket that has been escalated.
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⚙️ Steps
Download the Escalation Intake form below, then submit the completed form to support@actabl.com
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