What is Escalation?
Escalation automatically routes tickets to senior staff or specialized teams when certain conditions are met. This ensures:- Urgent issues get immediate attention
- Stuck tickets don’t fall through cracks
- Complex issues reach appropriate experts
- Customer satisfaction is maintained
Types of Escalation
Time-Based
Escalate if no response within X hours
Priority-Based
Escalate high/urgent tickets automatically
Sentiment-Based
Escalate negative sentiment tickets
Manual
Staff can escalate at any time
Creating Escalation Rules
1
Navigate to Settings
Dashboard → Configuration → Escalation Rules
2
Click Create Rule
Select Create New Rule
3
Define Trigger
Set the condition that triggers escalation
4
Set Action
Configure what happens when escalated
5
Save Rule
Rule is now active
Trigger Conditions
Time-Based Triggers
Priority Triggers
Sentiment Triggers
Sentiment triggers require AI features (Pro or Enterprise).
Keyword Triggers
- Specific words (e.g., “urgent”, “emergency”)
- Phrases (e.g., “speak to manager”)
- Regex patterns for complex matching
Escalation Actions
Notification Actions
Assignment Actions
Ticket Actions
Escalation Levels
Single-Level Escalation
Simple escalation to one target:Multi-Level Escalation
Progressive escalation over time:Configuring Levels
1
Create Base Rule
Initial escalation rule
2
Add Level 2
New rule with longer time + Level 1 condition
3
Continue
Add more levels as needed
Escalation Recipients
By Role
Escalate to anyone with a specific Discord role:- All role members can respond
- Workload distributed
- Easy to maintain
By User
Escalate to specific individuals:- Named person responsible
- Use for specialized topics
- Backup users recommended
Round-Robin
Distribute escalations evenly:- Each escalation goes to next user
- Prevents one person getting all
- Configurable rotation
Escalation Paths
By Category
Different escalation for different ticket types:By Priority
Preventing False Escalations
Exclusions
Don’t escalate if:- Ticket is already assigned to escalation target
- Ticket has been responded to (for time-based)
- Certain tags present
- Outside business hours (optional)
De-escalation
Return to normal when:- Issue resolved
- Priority lowered
- Manually de-escalated
- Customer satisfied
Monitoring Escalations
Escalation Dashboard
Track:- Active escalations
- Escalation rate over time
- Time to resolve escalated tickets
- Most common triggers
Alerts
Get notified when:- Escalation rate spikes
- Same ticket escalates multiple times
- Escalation target unavailable
Best Practices
Need Help?
Questions about escalation? Join our Discord