How-to Guide

Escalating a Ticket

Escalation is a direct signal to the Regent Support team that a ticket requires immediate attention. Here's what it does, how to use it, and when it applies.

Video tutorial

What escalation does

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Flags for immediate attention
Escalating a ticket signals to the Regent Support team that it requires priority processing above all other open requests.
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Visible on the ticket
A highlighted banner is placed at the top of the ticket, clearly indicating that it has been escalated and displaying the reason provided.
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Findable in your ticket list
Use the built-in filters in your ticket list to locate currently escalated tickets or to review ones that have been escalated in the past.
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Available for all ticket types
Escalation is available regardless of the ticket type โ€” whether it's a defect, an operational request, or a general enquiry.

How to escalate a ticket

1
Open the ticket

Navigate to the ticket you need to escalate from your dashboard or ticket list.

2
Click the Escalate button

The Escalate button is available directly within the ticket view. It will only be active if the ticket meets the two eligibility rules below.

3
Provide a reason

Enter a brief explanation of why this ticket needs immediate attention. This reason is displayed on the ticket banner and is visible to both your team and Regent Support.

4
Confirmation

The ticket is immediately flagged. A highlighted escalation banner will appear at the top of the ticket, and the Regent Support team will be notified.

Two rules to be aware of

1
The ticket must be in New or In Progress status. Tickets that are On Hold, Pending Confirmation, or Closed are not eligible for escalation.
2
Only one ticket per organisation can be escalated at a time. If your organisation already has an escalated ticket open, you will need to wait until it is resolved or de-escalated before escalating another.

De-escalation

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Only Regent Support can remove an escalation. Once a ticket has been escalated, de-escalation is handled by the Support team โ€” you do not need to take any action. When the escalation is lifted, you will be notified via the ticket.

A note on Engineering escalations

โš ๏ธ This escalation path is for the Regent Support team only

The Escalate button is designed to prioritise a ticket within the Regent Support queue. It ensures that our Support team processes your request ahead of others.

If your issue has already been reviewed by Support and passed to our Engineering team โ€” for example, a product defect or development request currently sitting in the development queue โ€” the Escalate button does not apply to that stage of the process.

In that case, the recommended course of action is to contact your Customer Evangelist (CE) directly. Your CE can discuss reprioritising your request within the Engineering backlog and provide guidance on expected timelines based on current workloads.

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