## 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.
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2. Click **Escalate**.
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3. Choose the **escalation team** from the Owner Team menu. This will reassign the case to this team once escalated.
4. 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.
5. Select the **reason for escalation** from the drop-down menu. Additional options for this field can be added in Settings > Fields > Tags > Escalation Reason.
6. **Add any notes** to describe why the case is being escalated. These will be included in log that is added to the activity timeline.
7. 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.