How to Escalate a Ticket

Escalating a ticket allows you to move it to a higher-level agent or supervisor when it requires urgent attention, advanced expertise, or is not resolved within the expected time.

Before You Begin

• Make sure supervisors or higher-level agents are assigned in the system
• Confirm the ticket actually requires escalation (e.g., high priority, delay, or complexity)

Steps

1. Log in to Synclo
   Sign in and open your dashboard.
2. Go to Ticketing & Helpdesk
   Open the helpdesk module from the sidebar.
3. Open the Ticket List
   Navigate to Open, Assigned, or All Tickets.
4. Select the Ticket
   Click on the ticket you want to escalate.
5. Locate the Escalate Option
   Look for a button or option labeled Escalate, or use the Assign/Transfer option.
6. Choose the Supervisor or Higher-Level Agent
   Select the person or team responsible for handling escalated issues.
7. Update the Priority (if needed)
   Increase the priority (e.g., to High or Urgent) if the issue requires faster handling.
8. Add a Comment or Reason
   Clearly explain why the ticket is being escalated (e.g., unresolved, complex issue).
9. Save or Update the Ticket
   Click Save, Update, or confirm the escalation.

What Happens Next

• The ticket is reassigned to a supervisor or higher-level agent
• It receives more attention and priority
• The new assignee can take over and resolve the issue

Quick Tips

• Escalate only when necessary to avoid overload
• Always include a clear reason for escalation
• Monitor escalated tickets to ensure quick resolution