Changes to the escalation chain apply to all active tickets in the Payment issues category. Levels fire sequentially - Level 2 only activates if Level 1 is not resolved within its timeout
Escalation Flow
Levels fire in sequence. Click a level to edit it.
Level 1 - Supervisor/Team lead
Active
First escalation level for payment issue tickets. Active on all priorities unless overridden
Trigger conditions
Trigger type
L1 timeout - escalate to L2 if unresolved after
If this level doesn't resolve or respond, escalation automatically moves to the next level
