What is Escalation?

Definition

Moving an issue to higher priority or more senior attention when it risks breaching expectations.

In depth

Good escalation is automatic, not heroic. EazyCXM escalates on SLA risk with the context attached.

Support & Success

Related terms

More on Support & Success

SLA

A commitment to respond to or resolve customer issues within defined times.

Ticket

A tracked record of a customer issue or request from creation to resolution.

Helpdesk

A system for receiving, organising and resolving customer support requests.

CSAT

A measure of how satisfied customers are with a product, service or interaction.

Escalation, made practical

EazyCXM puts concepts like this to work across your business — see it on a demo.

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