Configuring the Escalation Page

Every organization’s Escalation Process is different. To populate the Escalation Page and Visuals, we need to understand how your organization defines and tracks ticket escalations within its internal process. 

Best Practices

If your organization doesn't yet have a standard escalation process, we recommend establishing a clear method for identifying when a ticket has been escalated. Common approaches include:

·   Using a dedicated status that is exclusively applied to escalated tickets.

·   Adding a custom field or workflow rule to flag escalated tickets.

Having a defined escalation indicator helps ensure accurate tracking and reporting within the Escalation Page.

Information Required

To ensure proper setup, please provide the following:

• Escalation Triggers: Which status changes or board movements indicate that a ticket has been escalated?
• Example Ticket: A sample ticket that has been escalated based on your current process.

Once we have this information, we’ll write a data customization to our report database to properly flag escalations and report on them for you. This information helps us align the Escalation Page logic with your internal escalation workflow for accurate tracking and reporting.