WHAT IS ESCALATION MATRIX?
Escalation matrix is a simple software which allows you to specify particular department to be notified in the event of issues. These details are presented to the user list while creating or updating a service ticket.
You can notify the right department at the right time about issues or updates irrespective of the business hours.
The key features of Escalation Matrix are as follows.
- The service is available 24X7 and schedules are allocated accordingly.
- You can define multiple titles to particular department
- Create Multiple Departments, Users, and Titles
Escalation Matrix is prepared keeping in Mind the daily need of an employee where he or she is stuck with the update from the department. It is not the responsibility of one employee in a department to update over an issue.
So we create Internal Escalation Matrix where employee can raise a ticket to a particular department and then the whole of the department gets notification on it where anyone from the department can reply on it in a real time scenario.
It works on a Browser as well as it has an user Android App.
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