Escalation of unresolved tickets

Purpose

1.1. Ensure unresolved customer support tickets related to arcade machines are systematically escalated to designated team members or management for timely resolution.
1.2. Eliminate manual tracking delays, reduce customer churn, maintain SLAs, and promptly surface service-impacting issues.
1.3. Provide multi-channel, auditable escalation and automated accountability chains throughout the support workflow.

Trigger Conditions

2.1. Ticket remains in “Open” or “Pending” status for a configurable duration (e.g., 24/48/72 hours).
2.2. Customer replies but receives no response within an SLA-defined time window.
2.3. Ticket assignment to a team or queue persists without progress update beyond a set timeframe.
2.4. System detects keywords indicating urgency (e.g., “urgent,” “machine down”).
2.5. Escalation threshold breached after multiple failed first-contact resolutions.

Platform Variants

3.1. Zendesk
• Trigger: Automations → Time-based conditions, Action: Assign to escalation group, Email/SMS notification.
3.2. Salesforce Service Cloud
• Workflow Rule: IF Case.Status = “Open” AND LastModifiedDate > 48hrs, THEN reassign owner, send Chatter alert.
3.3. Freshdesk
• Supervisor Rule: Unresolved for X hours, Trigger escalation email, assign to higher group.
3.4. Jira Service Management
• Automation Rule: IF ticket in status “Waiting for Support” > 1 day, THEN escalate, comment, notify manager.
3.5. ServiceNow
• Flow Designer: Condition node on “Incident open time” > SLA, Actions: Notify, change assignment group.
3.6. Microsoft Teams
• Power Automate: Monitor Excel/SharePoint-based ticket data, send Teams message to escalation channel.
3.7. Slack
• Workflow Builder: Trigger on form submission, delayed escalation via direct message or channel alert.
3.8. Twilio SMS
• Programmable Messaging API: Send SMS to managers on ticket IDs exceeding response SLAs.
3.9. SendGrid
• Transactional Templates: Automated escalation emails generated and delivered upon trigger.
3.10. Mailgun
• API: POST /messages for instant escalation notification emails.
3.11. Zapier
• Multi-step Zap: When ticket flagged, auto-notify via Gmail/Slack/SMS.
3.12. HubSpot Service Hub
• Workflow Automation: Ticket property “Time to close” triggers escalation task/email.
3.13. Intercom
• Custom Bots: Evaluate conversation age, auto-forward to escalation team.
3.14. Zoho Desk
• SLA Violation Rule: Reassign ticket and email supervisor.
3.15. Asana
• Rules: Add unresolved ticket task to escalation project after X days.
3.16. Trello
• Butler Automation: Move unresolved ticket cards to escalation list after set period.
3.17. Monday.com
• Automation Center: IF status/blocker not updated, notify escalation lead.
3.18. PagerDuty
• Incident Escalation Policy: Auto-page next responder if unresolved past threshold.
3.19. Google Chat
• Google Apps Script: Post escalation alert to chat room based on Google Sheet timestamps.
3.20. Airtable
• Automations: IF “Open” ticket > X hours, create escalation record, send notification.
3.21. Pipedrive
• Workflow Automation: Unresolved support deal triggers escalation email.
3.22. Help Scout
• Workflow: Mark conversation as “Needs Attention,” assign escalation owner.

Benefits

4.1. Rapid issue elevation prevents prolonged outages, improves customer experience.
4.2. Automatic notifications reduce oversight, boost support agent accountability.
4.3. Multi-platform coverage ensures escalation aligns with each team's tools and habits.
4.4. Data-driven escalation timelines support SLA tracking and team metrics.
4.5. Structured workflows enable consistent customer service and downtime minimization.