Escalating a Ticket to Higher Support Tier

Overview
Move complex tickets to a higher tier or specialist group for faster resolution.

Steps

1. Open the ticket and click Action → Change Group.

2. Select the escalation group (e.g. “Level 2 Support”).

3. Update the Priority if needed.

4. Add an internal note explaining the escalation.

5. Click Save.

Tips

• Define clear escalation criteria in your support policy.

• Notify the customer when escalation occurs.

Troubleshooting

• Group not listed? Ensure the escalation group exists under Ticket Groups.

• Agent not notified? Check notification templates for escalations.