Escalation of urgent or unresolved cases to supervisors

Purpose

1.1. Automatically escalate urgent or unresolved animal control cases to supervisors for timely review, ensuring rapid response for public and animal safety.
1.2. Notify key staff of critical incidents, unresolved issues, SLA breaches, and stalled case progress, preventing oversight.
1.3. Integrate escalation with case management to document all steps, generate audit trails, and fulfill regulatory compliance.
1.4. Free up frontline personnel from manual follow-ups and ensure accountability in decision-making by keeping management loops closed.

Trigger Conditions

2.1. Case status remains “Unresolved” for a defined SLA period (e.g., 4 hours).
2.2. Staff manually flag a case as “Urgent” due to severity or public hazard.
2.3. Attempted resolution failed multiple times or received re-open requests from stakeholders.
2.4. No activity or status update within a pre-set threshold (time-based).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: "Programmable Messaging" API; set up flow to send SMS to supervisor’s mobile on trigger (`POST /Messages`).

3.2. SendGrid
• Feature/Setting: "Mail Send" API; configure transactional email alert to supervisor’s inbox on escalation (`POST /mail/send`).

3.3. Microsoft Teams
• Feature/Setting: "Incoming Webhook" Connector; push alert message to a Teams channel via webhook URL.

3.4. Slack
• Feature/Setting: "chat.postMessage" API; post escalation alert to supervisors’ Slack channel or DM.

3.5. ServiceNow
• Feature/Setting: "Incident Management" API; auto-create/escalate incident to supervisor’s queue (`POST /api/now/table/incident`).

3.6. Zendesk
• Feature/Setting: "Tickets API"; update ticket priority and notify supervisor with side conversation (`PUT /api/v2/tickets/{id}`).

3.7. Jira Service Management
• Feature/Setting: "Issue Transition" API; move unresolved case to “Escalated” status and assign supervisor (`POST /rest/api/3/issue/{issueIdOrKey}/transitions`).

3.8. PagerDuty
• Feature/Setting: "Incidents" API; auto-create escalation incident for supervisors (`POST /incidents`).

3.9. Salesforce Service Cloud
• Feature/Setting: "Case Escalation Rules"; auto-route urgent/unresolved cases to Tier 2.

3.10. Freshdesk
• Feature/Setting: "Automations" > "Ticket Escalation"; set trigger and supervisor notification.

3.11. Asana
• Feature/Setting: "Tasks API"; move task to “Escalated” section and @mention supervisor.

3.12. Monday.com
• Feature/Setting: “Automations” + “Notifications”; set status change triggers to notify supervisors.

3.13. Google Chat
• Feature/Setting: "Incoming Webhook"; send escalation alerts directly to a designated Chat space.

3.14. Outlook (Microsoft Graph)
• Feature/Setting: "Mail.Send" API; auto-send structured escalation email to supervisor.

3.15. HubSpot Service
• Feature/Setting: “Tickets API”; automatically advance pipeline stage to “Escalated” and alert assigned supervisor.

3.16. Zoho Desk
• Feature/Setting: "Workflows"; setup rule to escalate ticket and email supervisor upon trigger.

3.17. Intercom
• Feature/Setting: “Conversation Assignment"; assign unresolved cases to supervisor and send notification.

3.18. Airtable
• Feature/Setting: “Automations”; update record status and trigger email/SMS escalation from linked fields.

3.19. ClickUp
• Feature/Setting: “Automations”; change task status and assign escalation to supervisor with instant notification.

3.20. Bitrix24
• Feature/Setting: "Business Process" templates; escalate deals/tasks to supervisor and notify through built-in messenger/email.

Benefits

4.1. Immediate supervisor awareness ensures critical and unresolved cases receive priority, reducing risk.
4.2. Increases transparency and accountability by tracking all escalations in system logs.
4.3. Automates repetitive monitoring and alerting, freeing staff for primary tasks.
4.4. Enhances service quality and compliance, meeting expected response standards in public safety settings.