Escalation groups: when a ticket needs a second pair of eyes
Set up escalation paths so hard tickets reach the right specialist on your team without the customer noticing the hand-off.
Escalation groups let an agent route a hard ticket to a specialist or senior teammate without the customer seeing a hand-off. The conversation continues seamlessly; behind the scenes, a different team member takes over.
What an escalation group is
A named team of one or more users who can claim escalated tickets. Examples: Refunds, Engineering, Senior Agents. A user can belong to multiple groups.
Creating a group
- From Groups (Admin only), click New group.
- Name the group and add members.
- Mark it as an Escalation target if you want it to appear in the agent escalation menu.
Escalating a ticket
From any conversation, click Escalate. Pick a group from the list. The ticket leaves your queue and lands in the group's escalation inbox. Anyone in the group can claim it.
What the customer sees
Nothing — until someone in the escalation group sends a reply. From their perspective, it's the same conversation, just a slightly slower next-reply. There is no "you've been transferred" message.
Escalation, not transfer
Escalation groups are about specialist routing, not just "giving someone else the ticket." If you want a teammate to simply pick up the ticket because you're going off-shift, just leave it unassigned — the next agent who opens the queue can claim it.