How to set the user group notified about escalated cases

Before you start

• User groups are set up in your case configuration
• Case configuration is normally only available to staff members with administrator access

Steps to configure escalation groups

1. Find your case type in the list and press "Configure".
   

2. Open the "Groups" section.
   

3. Enter the name of the group that should be notified when a case is escalated.
   

4. Save your changes.

Result

If a case is escalated, this group of users will be notified.