How to Escalate and De-escalate a Case - Appv5 Knowledge

What's in this article?

Escalating a case is a good way to flag cases that need extra attention while also re-assigning them across teams. It can also be helpful as a flag in reporting to see which cases are currently escalated and need extra attention. When a case is escalated, it adds an extra 'escalated' flag to the case in addition to just changing the owner team.

How to Escalate a Case

When a case requires additional attention or needs to be routed to a specialist team, you can escalate it directly from the case record. Follow the steps below to complete the escalation process.

1. Click Case Actions in the header of the case screen.
3. Click Escalate.
5. Choose the escalation team from the Owner Team menu. This will reassign the case to this team once escalated.
6. If the case needs to be assigned to a specific user, select that person from the Owner User drop-down. If the case only needs to be routed to the escalation team, leave the owner user field blank.
7. Select the reason for escalation from the drop-down menu. Additional options for this field can be added in Settings > Fields > Tags > Escalation Reason.
8. Add any notes to describe why the case is being escalated. These will be included in log that is added to the activity timeline.
9. Click Escalate.

How to De-escalate a Case

For cases that are currently escalated, you can de-escalate them and reassign ownership to another team. Follow the steps below to complete the de-escalation process.

1. In the case header toolbar, click Actions > De-escalate. This option appears in place of Escalate for cases that are currently escalated.
2. Select the Owner Team to de-escalate to. This team will become the new owner of the case.
3. Optionally, select an Owner User to assign the case to after it is de-escalated.
4. Enter any relevant notes.
5. Click De-escalate.

The escalation tag is removed from the case header and the case is reassigned to the team and user you selected.