Despite round-the-clock availability, there are innumerable reasons as to why an incoming ticket may be delayed or even go unnoticed. Users' require immediate assistance, the failure of which leads to irritation. Hierarchical structures beckons a system where in senior technicians are to be notified to prevent 'ticket-stagnation'.

MSP Center Plus Edition’s integrated ticketing module feature appropriate Escalations on Delayed Tickets. Delayed ticket notifications may be configured by setting up to four levels of escalations. At each level, corresponding Technicians can be chosen. Moreover, MSP Center Plus also allows a buffer time with the option to set the time delay between the SLA Violation and the Escalation.

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If you want to see additional features implemented in MSP Center Plus Edition, we would love to hear. Click here to continue