NavigateERP for African business

Service levels, reminders and escalation

Deadlines that respect your opening hours.

Steps

  1. Each priority (and, if you wish, a category) has a first response and a resolution target in Settings → Service levels - in business hours or calendar time.
  2. Business hours and public holidays are in Settings → Hours, SMS & notifications.
  3. Navigate reminds the owner when 80% of the time has gone, and when the deadline passes marks the ticket overdue, tells the owner and escalates to the person set in Settings (and the category's person).

Good to know

  • Waiting for the customer stops the clock; the deadlines move on by the wait.