Learning library / Article 004
Intermediate procedures · Article 004 · 4 min read
How to Escalate a Support Ticket
Escalation means moving an unresolved issue towards someone able to resolve it.
Learning objectives
By the end of this article, you should be able to recognise the problem, take a sensible next step and avoid making the customer explain it all over again.
Step-by-step guide
01. Recognise the need
Repeated unanswered questions and circular correspondence are warning signs.
02. Prepare a concise handover
Include the case number, the original issue, previous attempts and the action required.
03. Assign an appropriate owner
Send the issue to a person or team with the authority and knowledge to act.
04. Tell the customer what happens next
Explain who owns the case, what will happen and when an update can reasonably be expected.
05. Verify the handover
Check that the receiving team has the necessary context and has accepted responsibility.
Practical reminder
Forwarding the same template to a different department without context is not an escalation. It is a change of scenery.
Was this article helpful?
Your feedback is important to us. Unlike some support systems, we have included a visible response.
Satirical training material. Not official guidance from Microsoft or any other company.