Looking for how your branded Chat Agent hands a ticket to a technician, or which status it moves the ticket to? That’s a different feature - see handing a ticket to a technician. This page is about the workflow action that escalates tickets on a timer or against criteria.
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.
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 monitored fields remain unchanged for a defined period. Choose what to watch: status, owner, and/or board/queue. Or select Any Ticket Update to watch the ticket’s last-updated time in the PSA so any change cancels the escalation. Depending on the PSA, some notes or time entries may not move that timestamp
- Custom criteria: Uses AI and your specific instructions to decide on escalation
- Remove the current technician from the ticket when escalated
- Set a new status when the ticket is escalated. Any status name you provide must match an existing, valid status in your PSA
- Control whether the workflow continues only if escalation occurs