Assignment & Escalation
Assigning tickets to agents and escalating when needed
Assignment and escalation control who is responsible for a ticket and what happens when it needs more attention.
Assigning Tickets
Every ticket can have an assignee — the agent responsible for resolving it. You can set or change the assignee from the ticket detail view using the assignee dropdown.
- Unassigned tickets appear in the queue for the relevant department. Any agent in that department can pick them up.
- Reassigning a ticket transfers responsibility to a different agent. The previous assignee is removed, and the change is logged in the activity trail.
- Only agents who belong to the ticket's department (or who have an all scope role) appear in the assignee dropdown.
Assigning a ticket does not automatically change its status. If you are picking up an Open ticket, remember to move it to In Progress so your team knows it is being worked on.
Escalating Tickets
When a ticket needs attention from a more senior team member or a different department, use the Escalate button in the ticket detail view.
Click the Escalate button on the ticket.
Enter an escalation note explaining why the ticket needs escalation. The note must be at least 10 characters — this ensures the reason is documented for the receiving party.
Confirm the escalation. The system will:
- Reassign the ticket to the department manager.
- Bump the priority up one level (e.g. Medium becomes High, High becomes Urgent).
- Log the escalation in the activity trail with your note, so there is a clear audit record.
Escalations are designed to be visible and traceable. The escalation note and priority change make it clear to everyone involved that the ticket has been elevated and why.
When to Escalate
- The issue is outside your area of expertise.
- The client is dissatisfied and needs a senior response.
- The SLA is at risk and the ticket needs faster resolution.
- A decision above your authority level is required.