There isn't an out-of-the-box solution for this, so here's what I did:

1. I created a custom field called Escalation with a dropdown menu in the Ticket Field and then set it to be displayed and edit by requester

2. This then appears in the Self service portal.

3. If the user selects Yes, an additional field appears asking for the reason.

I then created a WF that triggered if the button was selected as YES and this emailed a specific agent or agent line manager

Hi! Yes, it’s possible, but it depends on your support system setup. You may need to enable an “Escalate” option in the portal or use a custom field/button. Check your system settings or ask your admin to help set it up.

Think it would be a good idea to post this on the ideas page - https://community.freshworks.com/ideas

If a customer needs to escalate a ticket, I’ve made it simple for SR Blinds. They can reply to their support email with “Escalate” in the subject line, or use the Contact Us form and select “Escalation Request. For anything urgent, like delivery issues or missed appointments, I always recommend they call directly it gets the fastest response.

​@Amen  doesn’t that raise a new ticket though?