Ticket Escalation

The process of routing a ticket to higher levels of support or management for resolution.

What is Ticket Escalation?

Ticket escalation is a process in customer support where a support ticket is moved to a higher level of support or management due to factors such as complexity, urgency, or the need for specialized expertise. Escalation ensures that challenging or critical issues receive the attention and resources required for resolution, often involving more experienced support agents or specialized teams.

How Ticket Escalation Works?

In a ticketing system, ticket escalation typically involves the following steps:

Identification of Criteria: Support teams or organizations define specific criteria that trigger ticket escalation. These criteria may include the severity of the issue, the time elapsed without resolution, or the need for specialized knowledge.
Automatic Escalation Rules: The ticketing system allows the setup of automatic escalation rules based on predefined criteria. For example, if a high-priority ticket remains unresolved after a certain timeframe, the system can automatically escalate it to a higher level.
Escalation Notifications: When a ticket is escalated, the system generates notifications to relevant parties, including the support agent handling the ticket, the higher-level support team, or the manager overseeing the support process.
Transfer to Specialized Teams: Escalated tickets may be transferred to specialized teams or individuals with expertise in specific areas, ensuring that the most qualified resources are addressing the issue.

Monitoring and Reporting: Monitoring and reporting features allow support managers to track escalated tickets. This includes metrics on the frequency of escalations, resolution times, and the effectiveness of the escalation process.
Communication with Customers: During the escalation process, communication with the customer is crucial. Ticketing systems may facilitate communication by automatically notifying customers about the escalation status or providing updates on the progress of issue resolution.