Case Escalation Rules | Online Help - Zoho CRM

Setting Case Escalation Rules

It may so happen that sometimes, a case is not attended by the person to whom it is assigned. The Case Escalation feature allows you to configure a rule by which the case can be escalated to other members in the operational hierarchy. You can use Case Escalation Rules, to set the criteria, depending on the distribution rules of an organization.

Permission Required
Users with configure case escalation permission in their profile can access this feature.

  • At a time, you can activate only one escalation rule.
  • If a newly created rule is set as active then the existing active rule will get deactivated.

To set the case escalation rule

  • Enable the Escalation Scheduler
  • Set up Case Escalation Rule
  • Create Rule Entry
  • Define Escalation Action for the Rule Entry

Part 1 - Enable the Escalation Scheduler

The Escalation Scheduler should be enabled prior to creating the Case Escalation Rule.

  1. Go to Setup Automation Case Escalation Rules.
  2. In the Case Escalation Rules page, click Enable Escalation Scheduler.
    To disable Case Escalation Scheduler, click Disable Escalation Scheduler

Part 2 - Create Case Escalation Rule

  1. Go to Setup Automation Case Escalation Rules.
  2. In the Case Escalation Rule Name page, click New Case Escalation Rule.
  3. In the Create Case Escalation Rule Name page, enter the Case Escalation Rule Name.
  4. Select the Active check box.
  5. Click Save.
  • Activating any Rule, automatically deactivates the existing active Rule
  • After creating case escalation rule, you need to create the rule entry.

Part 3 - Create Rule Entry

  1. Go to Setup Automation Case Escalation Rules.
  2. In the
    Case Escalation Rule Name page, select the case escalation rule name from the list.
    • Click Rename or Del link to rename or delete the corresponding rule respectively.
  3. Click Create Rule Entry.
  4. In the Rule Entry page, specify the criteria for the rule.
  5. Select your organization's Business Hours . Note, that you should have already defined the business hours. See Also Business Hours
  6. Select the option from the list based on which the Escalation Time is set.
  7. Click Save.
  • Once the Rule Entries are created, you can click Reorder and specify the escalation order of the rules.

Part 4 -  Define Escalation Action for the Rule Entry

  1. Go to Setup Automation Case Escalation Rules.
  2. Click on the active Rule Name.
  3. In the Case Escalation Rule page, click the Rule Entries' criteria from the list.
  4. In the Rule Entry page, the rule entry details are displayed.
  5. Click New Escalation Action.
  6. In the New Escalation Action page, do the following:
    • Select the Age of Escalation Actions from the list.
    • Select the person to whom the case needs to be escalated from the Escalate To pick list.
    • Select the Escalate Template from the list.
    • Select the owner for the escalation case from the pick list.
    • Select the email template from the list used to Notify Assignee.
    • Enter the Additional Emails, if any.
  7. Click Save.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                          Manage your brands on social media

                                            Zoho Desk Resources

                                            • Desk Community Learning Series

                                            • Digest

                                            • Functions

                                            • Meetups

                                            • Kbase

                                            • Resources

                                            • Glossary

                                            • Desk Marketplace

                                            • MVP Corner

                                            • Word of the Day

                                              Zoho Marketing Automation

                                                Zoho Sheet Resources


                                                    Zoho Forms Resources

                                                      Secure your business
                                                      communication with Zoho Mail

                                                      Mail on the move with
                                                      Zoho Mail mobile application

                                                        Stay on top of your schedule
                                                        at all times

                                                        Carry your calendar with you
                                                        Anytime, anywhere

                                                              Zoho Sign Resources

                                                                Sign, Paperless!

                                                                Sign and send business documents on the go!

                                                                Get Started Now

                                                                        Zoho TeamInbox Resources

                                                                                Zoho DataPrep Resources

                                                                                  Zoho DataPrep Demo

                                                                                  Get a personalized demo or POC

                                                                                  REGISTER NOW

                                                                                    Design. Discuss. Deliver.

                                                                                    Create visually engaging stories with Zoho Show.

                                                                                    Get Started Now

                                                                                                        • Related Articles

                                                                                                        • FAQs: Case Escalation Rules

                                                                                                          What is a Case Escalation Rule and why do I need it? A case is a trouble ticket that is submitted by your customer to capture their feedback on various types of issues that arise after purchasing a product or service from your company. Sometimes ...
                                                                                                        • Setting up Data Sharing Rules

                                                                                                          By default, access rights to CRM records is set as private so that the record owner and his/her manager can oversee the CRM data. However, using the Data Sharing Rules, you can extend the access rights to users belonging to other roles and groups. ...
                                                                                                        • Configuring Workflow Rules

                                                                                                          Workflow Rules in Zoho CRM, are a set of actions (email notifications, tasks and field updates) that are executed when certain specified conditions are met. These rules automate the process of sending email notifications, assigning tasks and updating ...
                                                                                                        • FAQs: Workflow Rules

                                                                                                          What is a workflow rule? Workflow rules in Zoho CRM are designed to enhance productivity of the users and reduce manual work by automating routine activities in a business process. They allow you to create rules that can trigger different action ...
                                                                                                        • Adding Layouts Rules

                                                                                                          Layout Rules in Zoho CRM offer an interface for you to seamlessly manage dependency between fields in a layout. Your sales data are often inter-dependant. Consider the following examples. In a real estate company, the particulars required from a ...
                                                                                                          Wherever you are is as good as
                                                                                                          your workplace



                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                            CRM Tips

                                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                                              Zoho Show Resources