The Support Services team is always on the lookout for ways to improve your Support experience. You can now automatically escalate tickets through the request itself using the text #escalate and #helpnow.
Increase visibility on non-critical tickets using #escalate. Your ticket will be flagged as escalated and the regional team lead will be notified. Examples of non-critical escalations:
- High priority issues that are affecting the timeline of a go-live (migration, upgrade, new product implementation, etc.)
- Normal priority issues that have grown in impact since the ticket was entered
- Example: “I need to #escalate my issue.”
Increase visibility on critical cases and/or escalate tickets to critical priority using #helpnow. Your ticket priority will be updated to critical, the ticket will be flagged as escalated, and the global team will be notified. Examples of critical escalations:
- System down tickets mistakenly entered at high or lower priority
- Issues that have advanced in severity, scope, or impact since originally reported, causing system-down interruptions for your team
- Tickets reported at critical priority, and no response has been received within one hour
- Example: “I need #helpnow on my issue.”
To use this service, reply to a ticket via email and include the appropriate hashtag somewhere in the text. Please also include detailed reasoning for the escalation so we may assist you as efficiently as possible.