Escalation
Escalating a ticket flags it as needing urgent attention and records why. Escalated tickets are highlighted and the right people are notified.
Escalating a ticket
From the ticket detail view, choose Escalate and provide:
| Field | Notes |
|---|---|
| Urgency | The reason category (see below) |
| Comment | Context for why it's being escalated |
Ticku records who escalated it and when. The ticket is marked escalated and surfaces in escalated-ticket filters and analytics.
Urgency reasons
| Urgency | Use when… |
|---|---|
| Delayed resolution | The ticket is taking too long to resolve |
| Unresolved / recurring | The issue keeps coming back or was never fixed |
| Urgency / business impact | It's now materially affecting the business |
| Critical showstopper | Work is blocked; highest severity |
| Miscommunication / error | It was mishandled or misrouted |
Who can escalate
Escalation requires the workspace:tickets:escalate permission. By default only the lead-tier role of each project type (Support Creator, Consulting/Dev Lead, Epic Lead) can escalate — but because it's a normal role permission, an admin can grant it to any role from the Roles module.
Notifications
Escalating fires a Ticket Escalated notification to the ticket's stakeholders, delivered per each recipient's notification preferences. The notification carries the urgency reason and your comment.
Limits
- A closed ticket cannot be escalated.
- Once escalated, the action is disabled — the button reads Already Escalated.
- Escalation is recorded on the ticket with who did it and when, and a red Escalated badge sits next to the title.
Clearing an escalation
There is no manual de-escalate action. The flag clears automatically when the ticket moves to Review or Closed — the point at which the escalation has, by definition, been dealt with.