Service Ticket – Ticket Escalation Management

Business Manager 365 has built-in ticket escalation processes that can be defined based on your needs and contract requirements. Depending on how you configure Business Manager 365, you can have multiple levels of escalation based on the time the ticket has been open.

As Business Manager 365 escalates tickets, those tickets will show up on the dashboard of the escalation manager, who then has to acknowledge the ticket and determine what actions need to be taken to resolve the ticket.

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