Dictionary

Escalation Process

In the process of supporting an organization’s customers and business it is sometimes necessary or productive to have several levels of support, each handling a higher degree of complexity in end-user issues. Once the lowest tier of trained personnel reaches an impasse in resolving a user’s problem, the support ticket is escalated to the next tier of support. Escalation can also involve notifying management of issues, problems or requests from critical customers, or when a ticket warrants that notification for any other reason.

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