FAQs: Case Escalation Rules

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 those cases may have some valuable product improvement and process improvement ideas, suggestions, and good feature requests that may be useful in product development and service improvements.
 
A case escalation rule is a set of criteria and actions that determine when and how a case should be escalated to a higher level of management or support. It is a way for businesses to ensure that their support team is responding to customer issues or cases in a timely and effective manner.
 
The rule can be based on a variety of factors, such as the severity of the issue, the amount of time that has passed without resolution, or the customer's level of dissatisfaction. When the criteria are met, the case is automatically escalated to the next level of support or management, typically with a notification or alert to ensure prompt attention.
 
The purpose of a case escalation rule is to ensure that high-priority issues are addressed quickly and effectively, and that no customer issue goes unresolved or ignored. By having clear guidelines in place for when cases should be escalated, organizations can improve their customer satisfaction, reduce the number of unresolved issues, and ensure that their support team is operating efficiently.
 
Note: Use commas to separate more than one search value.
For example: "Last Name contains Dom, Hearth " will be treated as "Last Name contains Dom" OR "Last Name contains Hearth".
 
View criteria pattern below. Execute rules based on business hours to escalate cases when your colleagues are in office. If not, cases will be escalated regardless of your operational hours. Set the escalation time to determine when cases will be passed to the next level for resolution. 




How to setup a case escalation rule? 

Users having the permission for Case Escalation Rule under Automation can set it up.

To set up a case escalation rule:
  1. Navigate to Setup ()> Automation> Case Escalation Rules.
  2. Click Add Case Escalation Rule on the case escalation rule setup page.
  3. Add the name for this rule and check the box next to Active, if you want to activate this rule.
  4. Click Save.



  5. Hover on the three dots next to your rule name and select edit, on the case escalation rule setup page.

  6. Click Create Rule Entry.

  7. In Specify Criteria, choose the available fields from the list and add the required conditions for the rule to execute.

  8. Click + to add more criteria and click the AND or OR arguments to change them.

  9. In Rule Entry Details, choose the escalation criteria from Case Created Time or Case Modified Time.

  10. Click Save.

  11. Click on Add Another Rule to add more rules and repeat the above mentioned steps.


Why isn't my newly-created case escalation rule working for existing cases?

There are a variety of reasons why an escalation rule might not work for some cases. Here are the three most common one
  1. There might be another escalation rule already active. There can only be one escalation rule active at a time, which means if you have more than one rule, only one can be enabled at any given time. Additionally, every time a new rule is created and activated, it automatically disables any existing active escalation rule—which is another reason that your escalation rule may not be working.
  1. It could be that the rule entry has not been configured correctly. If you check and the case escalation rule still isn't working, please cross-check the case status and the criteria inside the rule.
  1. Verify that the Escalation Scheduler is enabled, as disabling it also disables the active escalation rules.

 

Please note that after creating a case escalation rule, you need to create the rule entry and then escalation action to trigger the rule.

 

After checking the above possible scenarios, you can send an email to support@zohocrm.com if the rules still aren't working.

 

See Also>> Setting Case Escalation Rule


How many escalations rules can I enable at a time?   

You can only enable one case escalation rule at a time. If a newly created rule is set as active, the existing active rule will be deactivated automatically.



Which editions support the case escalation rules? 

As of now, Enterprise and Ultimate editions of Zoho CRM support case escalation rules. Users with permission to configure case escalations in their profile can access this feature.

 



Is it possible to execute the escalation rule based on our business hours?

Yes. Select your organisation's business hours while creating the rule entry.

Note that you should have already defined the business hours in CRM under your company details.

Take an example where the users have their weekend on "Sat, Sun." The escalation will happen on any other days except Saturdays and Sundays. Unless they have their lunch hours configured or it is a holiday, the escalation will automatically check for the availability of users in their active business hours (when enabled), and then will assign it to users.



Can I set up multiple escalation actions for one rule entry?

You can set up multiple actions for one rule entry and escalate to different users, or for the same users at every level.

In the screenshots below, you can see that for this rule entry there are already two active escalation actions. New escalation actions can be added via the New Escalation Action button. You may set up as many escalation actions as you need in your rule entry.

Consider an example where a case has been assigned to one user according to the business hours. It remains there and that user is not able to resolve it in the given time of, say, 24 hours. You can simply add a new escalation action, and after 24 hours the case will be assigned to some other users, and the owners of the escalated cases can be changed as well.

 

 


Can I edit the escalation order of a rule?

Yes; once the rule entries are created, you can click Reorder and specify the escalation order of the rules.



What modules are supported for case escalation rules? Can I create case escalation rules for a custom module?

Cases modules are available for case escalation rule. You can not create a case escalation rule for any custom modules.




We hope that this list of frequently asked questions about case escalation rules in Zoho CRM is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future.


 

 

   

 


    Access your files securely from anywhere

      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






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Encrypted Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal
                          Mobile App
                          Form Designer HR
                          Mobile Forms
                          Card Forms Food Offline Forms
                          Assign Forms Photography
                          Mobile Forms Features
                          Translate Forms Real EstateKiosk in Mobile Forms
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            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

                                                                                                              • 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 ...
                                                                                                              • Troubleshooting Module Customization

                                                                                                                Troubleshooting Modules and Fields 1. Why does the editor go from top to bottom instead of left to right when I click the Tab key while creating or editing a record? The order depends on the Tab Order Preference set by the Admin for each particular ...
                                                                                                              • FAQs: Team Module

                                                                                                                CRM for Everyone is in the Restricted Early Access mode and is available only to a select set of users upon request. Request access to gain hands-on experience with this new version. Why is there a need of CRM for Everyone? Providing a smooth ...
                                                                                                              • FAQs: Customer support

                                                                                                                1. What are the various sources of cases? The various sources of cases are the different means through which a customer contacts a company. Cases are generally generated through telephone calls, website portal visits and e-mails. In general, case ...
                                                                                                              • 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 ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

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



                                                                                                                  eBooks

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



                                                                                                                  Webinars

                                                                                                                  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