Escalation rules
Escalation rules
Decide when a ticket must always go to a person, or must always be reviewed first.
Escalation rules match on keywords, categories, urgency, customers or channels and can force triage, require a review draft, set priority or assign a group. Sensitive topics (legal threats, security issues, billing disputes) are escalated by default.
Tips & tricks
- Use “require review” rather than “force triage” for topics where TR-AI usually drafts well but you want a human check.
- See the full reference in Configuration → Escalation rules.