Objective

Ensure proper escalation of tickets from Service Desk Tier 1 (SD1) to Service Desk Tier 2 (SD2), with complete tagging and documentation for accurate tracking and reporting.
 

Symptoms

• How to escalate a ticket to sd2
   

Eligibility

This process applies to all SD1 agents escalating tickets to SD2 for further troubleshooting or resolution.
 

Procedure

1. Open the ticket requiring escalation.
2. Add custemail in the Tags field
   
   

   NOTE: SD2 sends an email to the customer when a case is escalated. This is triggered by the custemail tag.

   If the ticket is not tagged correctly, the notification will not be sent. This may result in unnecessary follow-up calls from customers, even if the case has already been escalated.

    
3. Tick the Escalation Requested checkbox.
4. Complete the required dropdown fields:
   1. For Escalation Source field, select Support.
   2. For Escalation Reason field, select the most appropriate option based on the issue.
      • If the issue is for SD2 escalation, select Standard Support Process
      • If the issue is for all other departments, select Other
         
5. Confirm that all fields are filled out before submitting the escalation.
6. Document any troubleshooting steps performed and additional details in the ticket notes.
7. Submit the ticket for SD2 handling.
   

   IMPORTANT: Failure to include the escalation tag or dropdown selections will be considered incomplete documentation.

    

Escalation Information

If you have any questions or concerns, contact TJ Aniban
 

Change Log