DeskDox
Administration and Operations1 min readReviewed 2026-05-14

Escalation Chains Overview

Escalation chains are reusable sets of escalation levels for workflow steps that breach SLA. Manage them at /app/admin/escalation-chains.

Escalation chains list

How chains are used

Workflow admins create a chain once, then select it from a workflow template step's Escalation Chain field. When the step breaches its SLA, configured escalation levels can notify the selected recipients at defined intervals, depending on notification engine configuration.

Escalation chain detail

Permissions

Escalation chains are an admin feature. Standard users can see their own tasks and notifications, but they do not manage global escalation chains unless their role includes the required admin permissions.

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