Escalation
Routing a ticket to a more senior agent or specialist team when it can't be resolved at the current level.
Escalation is the process of moving a ticket up — to a senior agent, a specialist team, or a higher priority — when it can't be resolved where it is, or when it's approaching an SLA breach. Clear escalation paths stop hard tickets from stalling in the wrong queue.
Escalations can be manual (an agent hands off) or automatic (a rule fires when a condition is met). Helpdash's automation can escalate on conditions like priority, wait time or SLA risk.