Escalating a case from the case form

If case escalation is enabled at the organization level, then service center users can mark cases as escalated from the case form. Agents and other service center users can identify escalated cases in the Escalated Cases report. When a case is escalated, the case escalation is logged to the case history, and the case escalation email is logged to the email history.

  1. Access the case.
  2. Right-click the ellipses and select Escalate Case.
  3. Specify this information:
    Escalation Template
    Specify an escalation template if your organization uses escalation templates. When you specify a template, template text populates the Reason field. You can edit this text before you submit the escalation. If you organization does not use templates, then you must specify the text in the Reason field.
    Reason
    If you specified an escalation template, then the field automatically populates with template text. You can edit this text. If you did not specify a template, then specify the reason for the escalation.
  4. Click Submit.