With the TANSS® Escalation module emails can be triggered based on rules that you define. For example, a ticket can be escalated based on a reaction time breech or ticket delivery deadline.
First, set the start parameters for each type of ticket and determine which tickets the escalation chain will use. You can then set different levels of escalation, plus define when the escalation actions are triggered. You can direct emails to specific users or groups, regardless of their hierarchy.