What is a Ticket Escalation?
An escalation happens when Mission Control can’t fully resolve a user's issue and needs to pass it to GGIT deeper investigation or higher-level support. It simply means the problem needs more specialized attention to get it fixed.
There are also some issues that we have requested in advance that MC always escalate to us, such as new user or device setups. These are actions that are always performed by our internal team, and are not generally urgent. (Customers are contractually obligated to give us advance notice of such requests. The only exception we make is if a customer terminates an employee unexpectedly and asks us to immediately lock the employee out. This would typically involve changing any sensitive passwords, and handling the rest of the offboarding when time permits.)
Accepting a Ticket That Has Been Escalated From Mission Control
Notifications on ticket escalations will show up in the Slack #idle-and-escalated-help-desk-tickets channel. If the ticket has not been taken by another team member, there will be no primary resource attached and the status will still be new.
If the ticket was escalated because it's a new user or new device setup, technicians can ignore it. The office administrator will schedule it. For more urgent user support issues, it's very important that help desk customers feel responded to promptly. If no one else has taken action, the first available tech should:
- "Call" the ticket by announcing in the #idle-and-escalated-help-desk-tickets channel that you are taking it.
- Open the ticket for editing.
- Use the ticket template "receive from Mission Control" to set the correct parameters on the ticket. (This sets Office Admin as secondary resource.)
- Add yourself as the primary resource.
You are now responsible for this ticket.
Escalation Statuses
Tickets escalated from MC to GGIT will have one of four ticket statuses:
This status means the customer did not respond in a timely manner so MC is "giving up" on the ticket. No action is required by us. An Autotask Workflow rule will set the ticket status to "Waiting Customer." Ticket contact will receive automatic reminders. If Ticket contact doesn't respond after a certain number of reminders, the ticket will auto-complete and ticket contact will be notified.
The other three statuses require prompt action. They essentially mean that the issue or request still needs to be addressed but MC was unable to address it.
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