How to enable escalation for HR Help Desk requests

Summary: How to enable escalation for HR Help Desk requests

Hi All,

We need to track the Service request escalation status.

We have three level of escalation matrix, how other customers are enabling escalation of the service requests.
E.g.,

If the Response is not within these milestones, we escalate to First level
If in First Escalation Status, we still miss the milestones, we escalated to 2nd level
If in 2nd Escalation Status, we still miss the milestones, we escalated to Top level

Any suggestion will be greatly appreciated.

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