Escalation rules are configurable, allowing you to set them as per your organization's requirements.
All escalated tickets are flagged with a red priority symbol and can be viewed under the escalated tickets filter.
Viewing Escalated Tickets
There are two ways to view escalated tickets, in the tickets view page, as follows
1. In the tickets view page, there is a visual clue that the particular ticket has been escalated. You'll see an exclamation mark (!) in RED, next to the "last updated" time.
2. You can also choose "Escalated" link in the Tickets tab, to view ONLY the escalated tickets. The escalated link will appear ONLY if you have installed the SLA plugin.
3. If you wish to only view the escalated tickets in your Helpdesk Pilot interface, you can do so by setting the mail sending option to None under each priority configuration in the SLA Manage page.
