Automatic escalation, before it becomes a complaint
Escalation should not depend on someone remembering. TixDesk escalates functionally to the next support tier and hierarchically to managers, based on time before and after the SLA deadline, or on events such as reopening or a low rating.
Types of escalation
To a higher tier
When the case needs more expertise: L1 to L2 to L3.
To management
When time or impact demands attention: supervisor, manager, director.
By rules
Triggered by time or events, no one has to remember.
A typical escalation matrix
Illustrative times for a Critical incident.
| Moment | Action |
|---|---|
| −60 min | Alert the assigned agent |
| −30 min | Alert the supervisor |
| At breach | Escalate to L2 and notify the manager |
| +60 min | Notify the IT director |
| +120 min | Executive notification and major incident review |
Triggers
SLA time
Before and after deadlines.
Reopening
A rejected fix escalates.
Low rating
Opens a supervisor follow-up.
VIP requester
Different path for key people.
Critical category
Immediate attention.
Manual
Agent escalates with a reason.
Escalation questions
Can escalation differ by customer?
Yes, matrices can be set per customer, contract, category or priority.
Is every escalation recorded?
Yes, with reason, time and recipient.
Can managers be notified on Teams?
Yes, via the Teams integration.
Escalation that never forgets
Attention arrives before the complaint.
- Your matrix configured
- Time and event triggers
- Escalation reports