Swifteq: How ticket escalation works with Zendesk

How ticket escalation works in Zendesk, with guidance on setting criteria, defining workflows, and using automation to route issues effectively.

We’ve all been there. A customer reaches out with a baffling technical issue that no one on the team has encountered before.

The result?

That ticket languishes at the top of the queue, leading to a frustrated customer and a frustrated customer support team.

Meanwhile, normal tickets (like “How can I exchange these for a different size?” or “What does your company actually do?”) are coming in all the time. You don’t want these overlooked in the queue because your team is too busy handling escalated cases.

That’s a sign that your ticket escalation system needs some work. A well-defined escalation process should assign a ticket to the right person or team so that they can obtain the information needed to resolve it.

Here’s how to set up an escalation system and particularly a Zendesk escalation process that works for your team.

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