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How does auto-escalation work?

When a complaint or ticket is not closed within the specified time, the complaint gets escalated to Level 1 and the person associated with the escalation level receives an email with the complaint details. This continues till the last level of escalation is reached or the complaint is closed. 

The setting can be configured for all categories or per category while creating auto-escalation rules. Up to 4 levels of escalation matrix can be created for each category.