QuackbackTicket Escalation
Ticket escalation moves a support issue to someone with more expertise or authority, such as a senior agent, a specialist team or engineering. Clear escalation paths stop customers bouncing between teams and keep the original agent informed.
What is ticket escalation?
Escalation happens when the person handling an issue can't resolve it alone. Functional escalation moves it to a team with the right skills, such as billing or engineering. Hierarchical escalation moves it up to a lead or manager, usually for an angry customer, a large account or a policy exception.
Escalating to engineering
The most common escalation in software support is a bug. Don't copy the details into a tracker and lose the thread. Link the ticket to the engineering issue so the support team sees its progress, and the customer hears back when it's fixed. When many customers report the same bug, group them under one tracker so one update reaches them all.
Good escalation habits
Write down the criteria. Agents should know when to escalate without asking. Summarize what you've tried in an internal note before handing over. Tell the customer what is happening and when they'll hear back.
Escalation in Quackback
In Quackback you reassign a conversation or ticket to another teammate or team, raise its priority and @mention a specialist in an internal note. Tickets can link to GitHub, Jira or Azure DevOps issues, and the issue's state maps back to the ticket. Tracker tickets group many customer tickets about one problem, and updating the tracker updates every linked ticket.
Common questions
What is ticket escalation?
Ticket escalation moves a support issue to someone with more expertise or authority, such as a specialist team, a manager or engineering.
How do you escalate a bug to engineering?
Link the support ticket to the engineering issue instead of copying it, so status flows back to support. Group duplicate reports under one tracker so one fix updates every affected customer.
Have another question? Talk to the team.