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Service Ticket Escalation System(s)

Description

Certain support tickets require immediate escalation to ensure they are resolved effectively and efficiently. This milestone establishes a system for escalating tickets based on predefined triggers, such as urgency, complexity, or client priority. Service reps will have clear mechanisms for escalating tickets, and automation will ensure they are routed to the appropriate manager or director for review. The system will also include reporting functionality to track escalations in real-time and analyze historical trends, helping you identify bottlenecks and improve service delivery.

Process Summary

  1. Define Escalation Triggers: Collaborate to identify criteria that require ticket escalation, such as high-priority clients, unresolved tickets after a set timeframe, or specific issue types.
  2. Custom Properties Setup: Create custom properties in HubSpot to allow service reps to indicate when a ticket needs escalation and to specify the reason.
  3. Workflow Automation: Configure workflows to route escalated tickets to the appropriate manager or director, including notifications and task assignments.
  4. Collaboration Tools Integration: Set up processes to ensure escalated tickets can include notes, attachments, or collaboration inputs for efficient resolution.
  5. Reporting and Dashboards: Build reports and dashboards to monitor current escalated tickets, resolution times, and historical escalation trends.
  6. Testing and Feedback: Test the escalation process with sample tickets to ensure workflows and notifications work seamlessly.
  7. Team Training: Train service reps and managers on the escalation system, ensuring they understand how to use the tools effectively.

Requirements

  • A list of escalation triggers and criteria to configure workflows.
  • Input on the roles and responsibilities of managers or directors handling escalated tickets.
  • Collaboration to define escalation workflows, notifications, and reporting needs.
  • Feedback during testing to refine the system for real-world use.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Clear triggers and workflows for escalating tickets to ensure timely attention.
  • Automated notifications keep managers or directors informed and accountable.
  • Collaboration tools streamline escalated ticket resolution.
  • Reporting functionality provides visibility into escalation trends and system performance.