Escalator

Requirements

This automation requires that you have a ticketing system configured. For additional context in determining whether an escalation is necessary, it is helpful to have a CRM configured as well to add customer information.

How it works

This automation gathers information from your ticketing system and other connected systems (such as a CRM) to make a recommendation as to whether an issue should be escalated. Elements considered include:

• Severity of the issue reported
• Age of the issue
• Customer sentiment (is the customer getting frustrated?)
• Progress of the issue (is it moving towards resolution or is it stalled?)
• Other open issues from this customer
• Business status of the customer (if CRM is connected)
  • Value of the customer
  • Opportunity for expansion

Based on these considerations, the automation determines whether or not to recommend escalation. Its decision is recorded in a field within your ticketing system labeled 'Escalation Recommendation'.