Escalation Notifications via Slack Integration

Escalation Notifications via Slack Integration

Hi,

Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct?

I have done some testing and I can only seem to get it to send the escalation notification when it hits the Resolution Escalation time, even if there's not a Resolution Escalation turned on.

For example, I have a rule that is set to send an escalation email when a ticket goes 4 hours without a first response. This does not trigger an escalation notification via slack unless it also goes over the resolution time of 24 hours that I have set.


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