How to escalate a ticket
Use escalation when a ticket needs additional expertise or attention from another team member.
Before you begin
Make sure:
The ticket is not closed.
The required team member is active.
You have permission to manage ticket assignments and escalations.
Escalate a ticket
Open the ticket.
Click Assignees.
Select Escalate.
Search for the required team member.
Select the team member.
Confirm the escalation.
You can select more than one team member when required.
Add Escalation Schedule
After selecting a team member, you can configure an optional schedule for the escalation.
Select the team member.
Use schedule button to add schedule when required.
Set the start date and time.
Set the end date and time.
Use + to add another schedule when required.
Confirm the escalation.
Use the delete icon to remove a schedule before saving.
View an escalated ticket
After the escalation is confirmed:
The ticket status changes to Escalated.
The latest escalation appears in the ticket details.
The escalated team member is displayed.
The escalation date and time are recorded.
View escalation history
Click the escalation banner to view the ticket’s escalation history.
The history shows:
Escalation date and time
Team member who created the escalation
Team member who received the escalation
Previous escalations remain available for reference.
Troubleshooting
The Escalate option is unavailable
Confirm that:
The ticket is open.
You have permission to escalate tickets.
At least one active team member is available.
A team member is not listed
Confirm that the team member:
Is active and verified in DeskDay.
Has not been disabled.
Has access to the service desk.
The escalation cannot be confirmed
Confirm that:
At least one team member is selected.
The scheduled start and end times are valid.
The end time is later than the start time.
The ticket does not show the Escalated status
Refresh the ticket and confirm that the escalation was successfully saved.