Escalating Cases
You escalate a case if the assigned support rep can't resolve it. You can escalate it to any employee or employee group in your account and to vendors and partners.
When you escalate a case, use the escalation message to send information to the person or group you're escalating it to. The escalation message is private, logged under the Communication subtab of the case record, and the customer doesn't see it.
For example, a Wolfe Electronics support rep has been assigned a case about an invoice submitted online, but they're not an expert on that issue. So, the rep escalates the case to someone in sales, with a message about how they can help.
Email sent to a group is sent to the email address listed on the group record, not to each member's individual email address. To make sure each group member is notified, create a group in your email client, and use that group's address on the group record.
To escalate a case:
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Go to Lists > Support > Cases.
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Click Edit next to the case you want to escalate.
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On the Escalations subtab, enter a private message for the person or group you're escalating the case to.
Optionally, you can get writing help for the Escalation Message field from our generative AI service, NetSuite Text Enhance. Click the Enhance Text button to use the available options. For more information about using this capability, see Text Enhance.
This message is emailed to the person and recorded under Messages on the Communication subtab.
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On the Escalate To subtab, select the person or group you're escalating the case to in the Employee field, and click Add/Edit.
If you want to escalate only to support reps, go to Setup > Support > Preferences > Support Preferences. On the General subtab, check the Escalate to Support Reps Only box. Disabling this preference lets you escalate cases to any employee, vendor, or partner.
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When you have finished, click Save.
This case now has the status Escalated, and an email is sent to the person you escalated it to.
Escalating a case doesn't raise its priority or change who it's assigned to. It sends an email to the person you're asking for assistance, and changes the status of the case to Escalated. The email includes the case number, your escalation message, and the customer's message.
The person you escalate the case to can do one of the following:
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reply to your email message with information you can use to answer the customer
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go to the case record and answer the case directly
You can de-escalate a case from an employee by returning to the case record. On the Escalate To subtab, click the person's name, and then click De-Escalate. If you escalate the case multiple times, this subtab lists everyone who's had the case.
To view a log of everyone this case has been escalated to, click the History subtab.
Case escalation dates and times use the time zone they were entered in, not your company's time zone.
You can set up cases to escalate automatically based on conditions you set. For more information, see Setting Case Escalation Rules and Assignments.