FAQs on case escalation rules

1. Why isn't my newly created case escalation rule working for existing cases? 

There are a variety of reasons why an escalation rule isn't working for some cases. Here are the three most common ones:

 

1. There might be another escalation rule already active. There can be only one escalation rule active at a time, which means if you have more than one rule, only one can be enabled at any given time. Additionally, every time a new rule is created and activated, it automatically disables any existing active escalation rule—which is another reason that your escalation rule may not be working.

2. It could be that the rule entry has not been configured correctly. If you check and the case escalation rule still isn't working, please cross-check the case status and the criteria inside the rule. 

3. Verify that the Escalation Scheduler is enabled, as disabling it also disables the active escalation rules.

 

Please note that after creating a case escalation rule, you need to create the rule entry and then escalation action to trigger the rule.

After checking the above possible scenarios, you can send an email to support@zohocrm.com if the rules still aren't working.

Click here to learn more about case escalation rules.

 2. How many escalations rules can I enable at a time? 

You can only enable one case escalation rule at a time. If a newly created rule is set as active, the existing active rule will be deactivated automatically.

 

 

 3. Which editions support the case escalation rules? 

As of now, only Enterprise and Ultimate editions of Zoho CRM support case escalation rules. Users with permission to configure case escalations in their profile can access this feature.

 4. Is it possible to execute the escalation rule based on our business hours? 

Yes. Select your organisation's business hours while creating the rule entry.

Note that you should have already defined the business hours in CRM under your company details.

Take an example where the users have their weekend on "Sat,Sun." The escalation will happen on any other days except Saturdays and Sundays. Unless they have their lunch hours configured or it is a holiday, the escalation will automatically check for the availability of users in their active business hours (when enabled), and then will assign it to users.

 

 

 5. Can I set up multiple escalation actions for one rule entry? 

You can set up multiple actions for one rule entry and escalate to different users, or for the same users at every level.  

 

In the screen-shots below, you can see that for this rule entry there are already two active escalation actions. New escalation actions can be added via the New Escalation Action button. You may set up as many escalation actions as you need in your rule entry.

Consider an example where a case has been assigned to one user according to the business hours. It remains there and that user is not able to resolve it in the given time of, say, 24 hours. You can simply add a new escalation action, and after 24 hours the case will be assigned to some other users, and the owners of the escalated cases can be changed as well. (See Example 1)

 

 

Example 1

 

 6.  Can I edit the escalation order of a rule?

  Yes; once the rule entries are created, you can click and specify the escalation order of the rules.

 

We hope that this list of frequently asked questions about case escalation rules in Zoho CRM is informative. If you still have questions that haven't been addressed, please let us know.We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below! 

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