This feature enables hotels to escalate tickets that are put on hold.
Early last month we received a support ticket from one of our clients that the tickets that are put on hold are not getting escalated.
Our support engineers tried to duplicate the issue and they too faced the same issue. This was not the expected behaviour, so we created it as a new bug in our system and assigned an engineer to work on it.
It took the engineer 2 weeks to identify and fix this issue and after thorough testing we have permanently addressed the issue and released the updates to production last week.
You can now create an escalation policy to escalate your On Hold tickets.
Checkout our knowledge base post below to learn on how to create escalation policies that escalate tickets put on hold.