Escalate is an attribute on the ticket, not a ticket status. Escalating a ticket allows a ticket to maintain its status, but reflect that the ticket has been escalated for further research, help, or approval, based on your organization’s escalation level definitions.
To escalate a ticket:
From a working ticket, click Escalate Ticket in the Next Steps panel. The Escalate Ticket pop-up window is displayed.
Select an escalation group from the Group drop-down list. The selected group is the group that will be marked for escalation work.
Select an escalation level from the New Escalation Level drop-down list.
Select a reason for the escalation from the Reason Code drop-down list.
Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is escalated to provide further explanation for the escalation reason code.
Select the Share with Customer check box to make the note available to the customer.
Click OK. The ticket is reassigned to the selected escalation group, and the escalation level is updated in the Ticket Summary and recorded as an activity in the Ticket Activity panel.
