What Does Escalation Mean?
Escalation means moving a ticket to a higher level of attention when it’s not getting resolved within a reasonable time, or when the issue has a bigger business impact than expected.
It ensures the right people handle the problem quickly.
When to Escalate a Ticket
You should escalate when:
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The issue has been open for too long without progress.
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The current department cannot solve it and needs higher-level support.
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The problem is blocking critical work or affecting multiple users.
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An issue marked as High has no update in a reasonable timeframe.
How to Escalate
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Open your ticket in Support > Tickets.
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Add a comment explaining why escalation is needed.
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Change the Priority to a higher level (if appropriate).
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Reassign the ticket to the Management Team (for approvals) or ask support staff to escalate it.
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Notify your Project Manager or Team Lead if the ticket is critical.
Escalation Levels
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Level 1 → Department Support Team (default ticket assignment).
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Level 2 → Team Lead / Senior Staff (if unresolved in normal timeframe).
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Level 3 → Management Team (if critical, urgent, or unresolved after escalation).
Quick Tips
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Escalate responsibly → only if the ticket truly needs more attention.
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Always add details when escalating so the next level understands the urgency.
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If it’s a real emergency (system down, security issue, production bug / failure) → raise a ticket + Inform IT/Management directly.