escalation-rules.md

Escalation Rules

Escalation rules automatically take action on tickets that match specific conditions.

Creating Rules

In the admin panel (/support/admin/escalation-rules), define rules with:

• Name — Rule identifier
• Trigger Type — time_based or condition_based
• Conditions — Array of conditions to match
• Actions — Array of actions to execute
• Order — Execution priority (lower = first)
• Is Active — Enable/disable the rule

Available Conditions

Field	Operator	Description
status	equals	Match specific status
priority	equals	Match specific priority
assigned	equals	'unassigned' or 'assigned'
age_hours	greater_than	Hours since ticket created
no_response_hours	greater_than	Hours with no first response
sla_breached	equals	SLA has been breached
department_id	equals	Match specific department

Available Actions

Action	Value	Description
escalate	—	Change status to Escalated
change_priority	priority value	Change ticket priority
assign_to	agent ID	Assign to specific agent
change_department	department ID	Move to different department

Example Rule

Auto-escalate unresponded tickets after 4 hours:

{
    "conditions": [
        {"field": "status", "value": "open"},
        {"field": "no_response_hours", "value": 4}
    ],
    "actions": [
        {"type": "change_priority", "value": "high"},
        {"type": "escalate"}
    ]
}

Scheduling

Add to your app/Console/Kernel.php:

$schedule->command('escalated:evaluate-escalations')->everyFiveMinutes();