Configure automatic escalation to ensure important tickets get the right attention.
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
Navigate to Settings
Dashboard → Configuration → Escalation Rules
Click Create Rule
Select Create New Rule
Define Trigger
Set the condition that triggers escalation
Set Action
Configure what happens when escalated
Save Rule
Rule is now active
Trigger Conditions
Time-Based Triggers
| Condition | Description |
|---|
| No Response | No staff reply within X time |
| No Resolution | Ticket open longer than X time |
| Idle | No activity for X time |
| Reopened | Ticket reopened X times |
Priority Triggers
| Condition | Description |
|---|
| Priority Level | Ticket is urgent/high priority |
| Priority Change | Priority increased |
| VIP Customer | Specific user or role |
Sentiment Triggers
Sentiment triggers require AI features (Pro or Enterprise).
| Condition | Description |
|---|
| Negative Sentiment | AI detects frustration |
| Escalation Request | User asks to speak to manager |
| Threatening Language | Concerning message detected |
Keyword Triggers
- Specific words (e.g., “urgent”, “emergency”)
- Phrases (e.g., “speak to manager”)
- Regex patterns for complex matching
Escalation Actions
Notification Actions
| Action | Description |
|---|
| Notify Staff | Send alert to specific users |
| Notify Role | Alert everyone with a role |
| Channel Alert | Post in a staff channel |
| DM | Direct message to user |
Assignment Actions
| Action | Description |
|---|
| Reassign | Move to specific user |
| Add Staff | Add user to ticket |
| Transfer Team | Move to different team |
Ticket Actions
| Action | Description |
|---|
| Change Priority | Increase priority level |
| Add Tag | Apply escalation tag |
| Move Category | Change ticket category |
| Add Note | Internal note added |
Escalation Levels
Single-Level Escalation
Simple escalation to one target:
Ticket → Trigger → Senior Staff
Multi-Level Escalation
Progressive escalation over time:
Level 1 (1 hour): Team Lead
Level 2 (2 hours): Manager
Level 3 (4 hours): Director
Configuring Levels
Create Base Rule
Initial escalation rule
Add Level 2
New rule with longer time + Level 1 condition
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:
| Category | Escalation Path |
|---|
| Billing | Finance Team → Finance Manager |
| Technical | Tier 2 Support → Engineering |
| General | Senior Support → Support Manager |
By Priority
| Priority | Escalation |
|---|
| Low | Standard path |
| Medium | Standard path (faster) |
| High | Skip to manager |
| Urgent | Immediate to senior staff |
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
Balance Sensitivity
Too aggressive = alert fatigue. Too conservative = missed issues.
Multiple Channels
Use both dashboard and Discord notifications for critical escalations.
Document Paths
Help staff understand escalation criteria and processes.
Review Regularly
Analyze what’s being escalated and refine rules accordingly.
Need Help?
Questions about escalation? Join our Discord
