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Glossary

Escalation – passing an inquiry to the next level

Escalation means passing an inquiry that couldn't be resolved right away to someone who can resolve it: for example, from an agent to a technical support engineer or a manager. Clear escalation rules keep complex cases from getting stuck.

Why it mattersHard cases don't get stuck, and customers don't have to repeat their story.

Also called: Ticket escalation, Tier 2 handoff

How it works

How it works

For each type of inquiry, you decide up front who passes it on and when: by complexity, by deadline, or at the customer's request. The history and everything learned so far go along with the inquiry.

In CONTACT.WORK

How it works in CONTACT.WORK

Tier 1 handles routine questions, and complex technical cases go to engineers – whether they come from our agents or from the customer's own support team.

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Where to use it

Support How our support tiers work Learn more

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Related terms

Support tiersSupervisorFCR – first contact resolution

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