Escalation

Escalation is the automatic or manual handover of a ticket to a higher support tier when a case has not been resolved in time or requires a manager's decision.

Escalation prevents difficult or overdue tickets from being left without a response. It is most often triggered by time-based rules — for example a missed reply within an SLA — or by the type of case.

A well-designed escalation is not a punishment but a safety mechanism: it directs attention where it is most needed, before the customer runs out of patience.

In Reklamator, escalations can be based on recurring reports — the system automatically pulls every ticket with an approaching deadline and notifies the right person.

Escalation works best when the deadline sits on a specific process stage rather than on the case as a whole — that way you can see exactly where a service order is stuck. See how this works in service management.