Escalating Cases
You escalate a case if the assigned support rep cannot resolve it. You can escalate the case 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 group or person to whom the case is being escalated. The escalation message is private, and is logged under the Communication subtab of the case record. The customer does not receive the message.
For example, a Wolfe Electronics support rep has been assigned a case about an invoice submitted by a customer online. The rep is not an expert on this case issue. Therefore, the rep escalates the case to rep in the sales department, with a message on how they can help with the case.
Email sent to a group is sent to the email address listed on the group record. It is not sent to the individual email addresses of each group member. To ensure that each group member is notified, create a group using your email client. Then, supply that group’s email 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 are escalating the case to.
This message is sent to the person in an email. It is recorded under Messages on the Communication subtab.
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On the Escalate To subtab, select the person or group you are 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 as well as vendors and partners.
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When you have finished, click Save.
This case has the status Escalated. An email message is sent to the person to whom you escalated the case.
Escalating a case does not raise its priority or change who the case is assigned to. It sends the email message to advise the person that you need assistance on the case. It also 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 has the choice to do one of the following:
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Reply to your email message with information you can use to reply to 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 all of the uses who have had the case.
To view a log of who this case has previously been escalated to, click the History subtab.
Case escalation dates and times respect the time zone they are entered in, not your company's time zone.
You can set up cases so that they are automatically escalated based on certain conditions you set. For information, see Setting Case Escalation Rules and Assignments.