Ticket Escalation Standards and Process

Overview

This document outlines the required process and documentation standards for escalating tickets within the support team. The goal is to ensure escalations are actionable, reduce unnecessary back-and-forth, and allow senior technicians to focus on issues that require their expertise.

When to Escalate

Escalation should occur when:

• Standard troubleshooting has been completed

• The issue requires elevated access or deeper technical investigation

• The root cause is unclear after reasonable effort

• The issue exceeds your current scope or permissions

Escalation should not be used as a first step.

Pre-Escalation Requirements

Before escalating, the following must be completed:

1. Complete Ticket Documentation

The ticket must contain a clear and complete history, including:

• A concise summary of the issue

• All troubleshooting steps performed

• Results of those troubleshooting steps

• Any relevant user communication or observations

Note: The expectation is that another technician can review the ticket and immediately understand what has been done and what the current state is without needing additional clarification. 

2. Review Recent Ticket History

Check the contact’s recent tickets (last 2 weeks) to determine:

• If this is a recurring issue

• What troubleshooting or resolutions were previously attempted

Note: Checking the contact or company's recent tickets for the preceding 14 days is important in determining whether the request falls within our service warranty window for a completed, recent service.

If the issue is recurring:

• Reference prior ticket numbers in your escalation

• Note any patterns or repeated failures

• Adjust escalation context accordingly

3. Verify Ticket Configuration

Before escalation, confirm:

• Ticket Category is accurate

• Priority Level reflects actual business impact

• Status remains Open (do not prematurely change status)

• Ticket is assigned appropriately prior to escalation (if applicable)

Proper categorization ensures accurate routing, reporting, and prioritization.

Escalation Requirements

Before escalating a ticket, you must complete the Escalation Info Template by inserting the canned response into an internal, private note on the ticket. You can use the summary note for this requirement, if preferred as well.

1. Double-check visibility is restricted for contact.
2. Complete form fields where applicable.
3. Click add note to save it to the ticket.

Required Information:

• Issue Summary

• User Impact

• What’s Happening

• Troubleshooting Done

• Environment

• Recent Changes

• Escalation Reason

This information must be complete and detailed enough that another technician can immediately continue troubleshooting without needing additional clarification.

Escalation Process

Follow these steps in order:

1. Insert the “Escalation Info Template” canned response into a private note on the ticket

2. Fully complete all sections of the template

3. Send a response to the customer acknowledging the issue and setting initial expectations

4. Leave the ticket status as Open (do not change status)

5. Run the “Escalate” Scenario Automation

Important Notes

• Escalations submitted without the required template information will be sent back for completion

• Incomplete or vague escalations delay resolution and increase internal workload

• Teams messages should not be used in place of proper ticket escalation

• All escalation context must be documented within the ticket