With the request escalation and tracking feature, the same request can be viewed by multiple people or transferred to another authorized staff member. Requests can be escalated to a higher-level unit, and responses related to the issue can be provided by newly assigned personnel.

The request escalation and tracking feature is one of the key add-ons available in the Nildesk panel. Easily accessible from the “Menu” tab, this feature is located under the “SLA Policies” section and works by setting specific rules. For example, you can set conditions based on request details, and under the “Instructions” section, you can redirect requests to multiple personnel. With this feature, important operations like request transfer and staff assignment can be efficiently completed.

This feature, which allows you to perform multiple actions from a single panel, helps your managers work more efficiently. Because once the defined rules and conditions are met, filtered instructions can be quickly assigned to relevant personnel. By purchasing the Nildesk Mega Package, you’ll gain access to our escalation and tracking system, which offers the following advantages:

You can easily transfer requests to any staff member you wish. You can escalate a request to a higher-level unit. You can ensure that the staff member handling the request responds to the customer or resolves their issue. You can use various filters under the “Conditions” and “Instructions” sections.

By starting to use Nildesk’s professional and high-quality add-ons, you can strengthen your support services with digital solutions. You can explore our panel through our website and contact our support team if you have any questions.