3 level Escalation matrix

Technical assistance
1

Hi there,

Do you have any suggestions on how we can implement a 3-level Escalation Matrix in Zammad based on time?

Our idea is that when a ticket is created, it triggers Group 1 to respond. If it remains pending for 5 minutes, it should escalate to the next group. If it remains pending for another 5 minutes, it should escalate further.

We’ve attempted to use Triggers and SLAs, but they haven’t proven effective. Any insights would be greatly appreciated.

2

I think for your purpose the scheduler is what you want to use.

3

do you have any resource could help me?

4

The documentation might be a good starting point:
https://admin-docs.zammad.org/en/latest/manage/scheduler.html

The trigger documentation gives you additional, valuable insights as they share many attributes and filters -just the how and when is different basically:
https://admin-docs.zammad.org/en/latest/manage/trigger.html