Do you know if there is any possibility, that a support-employee can get an E-Mail when a message in the Service Desk is about to escalate? That means, if the time, which has been agreed in a Service Level Agreement, is about to expire?
I know it from another Help Desk that it is possible, that the supporter get an E-Mail if there is only short time until the message escalates und an E-Mail if the message is escalated.
Thanks for your help!
Best regards, Daniela.