Last updated: 2019-09-18

Source: https://support.freshservice.com/support/solutions/articles/50000000455-can-i-send-an-escalation-email-to-multiple-agents-

You could make use of the Automations in Freshservice. Using automation like Supervisor, you could send an email to an Agent or a Group if a certain condition is met.

An example would be to setup a supervisor rule(under Admin-->Supervisor-->New Rule) with

Condition : "Hours since first response due/overdue greater than" (depending on your use-case)

Action : "Send Email to Agent" add the name of the agent to whom you would like to escalate.