What is an escalation rule used for in the context of a support case?

An escalation rule is primarily used to manage and prioritize support cases that require immediate attention. When a case meets certain criteria—such as time thresholds, severity levels, or customer importance—an escalation rule automatically assigns it to specific users or groups who are equipped to handle such cases. This ensures that critical issues do not fall through the cracks and are addressed in a timely manner.

In contrast, prioritizing cases involves determining the order in which cases should be handled, but it does not specifically involve actively assigning them based on predefined criteria. Closing cases automatically refers to managing cases that have reached resolution without manual intervention, which falls outside the scope of escalation rules. Filtering case types pertains to categorizing or sorting cases based on their nature rather than addressing their urgency or allocation to support staff. Thus, the correct choice accurately reflects the function of escalation rules in the support case management process.