What happens when the agent escalates a ticket?

When the agent decides a ticket needs a person, it escalates it. The ticket is assigned to your escalation contacts, tagged “escalated”, given higher priority and an internal comment explains why. The agent can also email the customer that a specialist will follow up.

Good to know

• What changes on the ticket:
  • Your Escalate to people are added as assignees, if they aren’t assigned already.
  • The tag escalated is added, so you can filter for these tickets.
  • Priority is raised to High if it was Low or Normal.
  • An internal comment starting “Escalated for a specialist.” gives the agent’s reason. Customers never see this.
  • Optionally, the customer gets a short email saying a specialist has been assigned.
• By default, the agent is told to escalate billing disputes, refunds, account access or security issues, bugs it can’t confirm, anything your docs don’t cover, upset customers, and anything it isn’t sure about. You can change this in Instructions.
• Assignees get the usual WorkHub notifications.
• To change who receives escalations, see “How do I choose which projects the agent works on and who gets escalations?”