Skip to content
eTop University

When to Escalate a Ticket

At eTop Technology, our goal is to resolve issues as quickly as possible, but sometimes problems require more expertise. Here’s how to know when to escalate a ticket to ensure a smooth resolution:

Things to Keep in Mind:

  • Client’s Schedule: Be aware of when a client is working. If troubleshooting remotely, ensure they’re not actively using their computer. If the issue isn’t urgent, reschedule to avoid disrupting their workday.
  • End of Day: If it’s close to the client’s normal end of the day (e.g., 5PM), consider rescheduling if the issue isn’t critical. No one wants to stay late unless it’s necessary.
  • Path Forward: Do you know the exact steps to fix the problem? If you’re still testing with no clear solution in sight, it’s probably time to escalate.
  • Training: Are you confident in handling the issue? If not, another team member may be better suited.
  • Urgency: Is this an issue that can wait or does it block a critical function? If it’s high urgency, escalate sooner rather than later.

Escalation Time Limits

To keep ticket flow smooth, we have set limits to help you decide when to escalate:

First Touch (T1/2):

  • Diagnosis Plan: Should be made within 30 minutes. If not, escalate.
  • Fix Implementation: Should be made within 60 minutes. If not, escalate.

Tier 3/Service Desk Manager:

  • Diagnosis Plan: Same as above—30 minutes.
  • Fix Implementation: 60 minutes, or escalate.
  • Manager Discretion: The Service Desk Manager can override these time limits, but documentation is still required.

Sr IT Manager:

  • Diagnosis Plan: Within 60 minutes. If unresolved, escalate.
  • Fix Implementation: If a fix isn’t working after 60 minutes, escalate.
  • Manager Discretion: The Sr IT Manager can override the limits but must document the decision.

Final Escalation:

If all previous efforts don’t resolve the issue, involve the Sr IT Manager, Service Desk Manager, and Account Manager to create a new plan. Communicate this to the client.

Types of Escalations

  1. Knowledge Gaps:
    • You might face tickets outside your expertise. When this happens, still try to diagnose the issue. This helps identify gaps in knowledge and training.
    • Use internal documentation, error logs, or Google to diagnose.
    • If you can’t fix it, note what you’ve tried and escalate.
  2. Permission Issues:
    • Sometimes, you don’t have the necessary permissions. Escalate when you’ve identified the issue and need higher-level access to fix it.
    • Document exactly what permissions are missing and what steps need to be taken.

How to Document an Escalation

Every escalation should include a clear note following this template:

  1. Reason for Escalation: (Time/Knowledge/Urgency)
  2. Steps Attempted: Detail each troubleshooting step taken.
  3. Error Codes: List any error codes or messages observed.
  4. Internal Discussions: Include outcomes of any internal discussions before escalation.

Example Escalation:

Issue: Client’s Cloudflare ZTNA agent isn’t allowing local network access.

Reason for Escalation: Time & Knowledge.

Steps Attempted:

  1. Toggled ZTNA agent connection.
  2. Connected to an alternate WiFi network.
  3. Reviewed Event Viewer and Cloudflare logs.

Error Code: “404 Unable to find managed network beacon.”

Research: Found the error means the local beacon server isn’t found. I’m unfamiliar with this server’s setup.

Next Steps: Escalate for further support and request training on Cloudflare ZTNA beacon setup.