How can you escalate virtual support tickets effectively?

1 Identify the need for escalation

Before you decide to escalate a ticket, you should assess whether it is necessary or appropriate to do so. Reasons for escalating a ticket include lacking the skills, knowledge, or access to solve the issue or request, it being beyond the scope of your role or responsibility, the urgency, criticality, or complexity of the issue or request, and if the customer is unhappy, dissatisfied, or demanding. If you decide to escalate a ticket, be sure to explain your reasoning and what they can expect from the process. Additionally, document the reason for escalation in the ticket system.

2 Choose the right channel for escalation

Depending on your organization's policies and procedures, you may have different channels for escalating a ticket. These can include a predefined escalation hierarchy or matrix that specifies who to escalate to based on the type, level, or category of the ticket; a dedicated escalation team or manager who handles all escalated tickets; and a direct communication method such as a phone call, an instant message, or an email. It is important to choose the channel that is most suitable for the situation and that ensures the fastest and most effective resolution. Additionally, you should follow the guidelines and protocols of your organization for using the channel and provide all relevant information and details about the ticket.

3 Communicate clearly and concisely

When escalating a ticket, it's important to communicate clearly and concisely with the customer and the person or team handling the ticket. Avoid jargon, slang, or acronyms that could cause confusion. Use a polite, professional, and respectful tone. The information you should communicate includes the customer's name, contact information, account number, ticket number, status, history, issue/request description, symptoms, impact, steps taken to resolve the issue/request and results/outcomes. Additionally, explain the reason for escalation and expected resolution time/action. Lastly, confirm that both the customer and team handling the ticket have received and understood your communication without any questions or concerns.

4 Follow up and monitor the progress

After you escalate a ticket, you should not forget about it or assume that it is resolved. You should follow up and monitor the progress of the ticket until it is closed. You should check the ticket system regularly for any updates, comments, or feedback from the person or team who is handling the ticket. You should also communicate with the customer periodically to inform them of the status of the ticket and to address any issues or requests that they may have. You should also be ready to assist or collaborate with the person or team who is handling the ticket if they need your help or input.

5 Learn from the experience

Escalating a ticket can be a learning opportunity for you as a technical support specialist. You can use the experience to improve your skills, knowledge, or processes for resolving issues or requests in the future. You can also use the feedback or evaluation from the customer or the person or team who handled the ticket to identify your strengths and weaknesses and to implement any changes or improvements that are needed. You should also document and share any best practices, tips, or lessons learned from the escalation process with your colleagues or managers.

Escalating a virtual support ticket can be a challenging but necessary task for a technical support specialist. By following these tips, you can escalate virtual support tickets effectively and ensure customer satisfaction and resolution.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?