Hi ​@KriziaG ,

I hope you are doing well :)

I understand that you want to track escalation in a better way. The best way to do this is to have a separate group for escalation and then use either tags or automation so that you can move tickets from regular group to escalation group so that agent can work on them.

Feel free to respond to this thread for any queries :)

Thank you

I’m interested in this too, but in my scenario, an escalation wouldn’t move the ticket to a different group and agent - it would stay with the agent who has it, but as a manager, I need to keep track of it.
 

I wonder how ​@KriziaG is wanting it to work 

The Issue Escalation Log is a streamlined tool to track, prioritize, and manage escalated concerns effectively. It ensures timely resolution and maintains accountability across teams. royal x casino

We have Tier 1, Tier 2, Tier 3 and supervisor.

Im looking to track the amount of Escalations and what is it about. Been thinking awhile here. So first and easiest way are the tags. I have one tag for T1->T2 another for T2->T3. 

Then, we have another variable, sometimes escalations are just a question where they answer and return the ticket so thats another tag “training”. 

Seems like a lot but its helpful when filtering tickets. FD doesnt have an automation to remove a tag. 

Got 2 more ideas yesterday:

1. Internal Group and internal agents. - Trying to look if this can be useful at all. 
2. Custom Ticket Fields - I was thinking on adding a new field. Something like Escalation/ Training and play with automations. For instance if escalation tag is added, change the field to escalation. Idea was last night so Im playing today with it.

Thank you for your comment! Hope it helps! Drop anything that comes to mind to brainstorm. 

For you to keep track of escalations as a manager, I highly recommend the internal agents and/or another is to add yourself as a watcher. The little star at the top left, you will receive all ticket updates. 

Thank you for your reply. We are trying to not have another group. In this case the automations can go to the supervisor queue or something. 

 Hi! Thank you for your reply. 

Can you tell me where can I find the Issue Escalation Log? Inside freshdesk or is a third party?

​@KriziaG , Can you please confirm who escalates the tickets is it agent or customers. 

If you want to level them up I will also suggest custom dropdown field escalation with values T1,T2,T3 and based on the severity you can select the right values and then set automation based on these vlaues also dropdown fields can be pulled from reports as well.

Thanks! Escalation Matrix! Yes!

The agents escalate the ticket when the issue persists. From T1 to T2 or T2 to T3.