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The Ticket Escalation action evaluates PSA tickets against predefined criteria to determine if they need to be escalated. This helps ensure that tickets receive appropriate attention and are addressed in a timely manner according to your operational procedures.
This action prevents ticket stagnation, helps meet SLA requirements, prioritizes critical issues automatically, and reduces manual monitoring by systematically applying escalation rules.

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Quick start

1

Add to monitoring workflow

Add the action to workflows that check tickets for escalation conditions, either time-based or criteria-based.
2

Choose escalation method

Select time-based escalation (for SLA monitoring) or custom criteria escalation (for content-based decisions).
3

Configure escalation actions

Set up what happens when escalation occurs: remove owner, change status, or continue workflow.
4

Add follow-up actions

Use “Notify Internal Team” for alerts and “Update Ticket Fields” to apply status changes.

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How it works

This action systematically evaluates tickets for escalation needs:
  1. Evaluates escalation criteria - Uses either time-based monitoring or custom AI analysis
  2. Monitors ticket changes - For time-based, tracks status and owner changes over specified period
  3. Applies custom logic - For criteria-based, analyzes ticket content against your specific rules
  4. Determines escalation need - Decides if ticket requires escalation based on evaluation
  5. Prepares actions - Sets up field updates and notifications for escalated tickets

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Setup

Ticket to evaluate: The action works with any ticket from your workflow that you want to check for escalation. Escalation method: Choose how to determine if escalation is needed:
  • Time-based: Escalates if the ticket’s status and owner remain unchanged for a defined period
  • Custom criteria: Uses AI and your specific instructions to decide on escalation
Custom instructions (optional): When using custom criteria, provide detailed instructions for the AI to evaluate the ticket. Escalation actions (optional):
  • Remove the current technician from the ticket when escalated
  • Set a new status when the ticket is escalated
  • Control whether the workflow continues only if escalation occurs
Time settings (optional): For time-based escalation, set how many minutes to wait before escalating (up to 60 minutes).

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What you get

After running, you’ll have detailed information about the escalation decision and reasoning, any ticket updates that need to be applied (like status changes or owner removal), and a summary for your Event History.

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Common use cases

Monitor tickets for time-based escalation to ensure SLA compliance and prevent tickets from stagnating without progress.
Use custom criteria to automatically escalate tickets containing urgent keywords or high-impact scenarios.
Identify tickets that haven’t seen status or owner changes within specified timeframes and escalate for review.
Escalate tickets that have been waiting for customer response for extended periods to trigger follow-up processes.

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Best practices

When using custom criteria, make instructions precise and unambiguous. Clearly outline conditions, keywords, and scenarios.
For time-based escalation, select timeouts that align with your SLAs and operational capacity. Very short timeouts might cause unnecessary escalations.
Remember that time-based escalation monitors changes to ticket status and owner specifically. Other activities won’t prevent escalation.
Use escalation with “Notify Internal Team”, “Assign Ticket to Technician”, or “Update Ticket Fields” for complete automated escalation processes.
Regularly review Event History to see escalation decisions and refine configurations based on effectiveness.
Ensure any status names provided for escalation match existing, valid statuses in your PSA system.

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Example workflows

  1. Trigger: Ticket status updated to “In Progress”
  2. Ticket Escalation - Time-based: 2 hours, status change to “SLA Risk”
  3. Notify Internal Team - Alert team lead about potential SLA breach
  4. Result: Proactive SLA management with early warning system
  1. Trigger: New ticket created
  2. Ticket Escalation - Custom criteria: “Escalate if contains ‘system down’ or ‘outage’”
  3. Update Ticket Fields - Change status to “Urgent - Immediate Attention”
  4. Assign Ticket to Technician - Route to senior technician
  5. Result: Critical issues get immediate escalation and expert attention
  1. Trigger: Ticket status changed to “Awaiting Customer”
  2. Ticket Escalation - Time-based: 5 days, status to “Follow-up Required”
  3. Chase Customer - Initiate follow-up process
  4. Result: Automated management of customer response timeouts