Configure Escalate ( Support Level ) Process

[Berat Altunhan]

Helle everyone, I read a lot of page about escalation process but I still wanted to consult you. Firstly, I used status in workflow to configure the process. And we have 3 support level groups. These are Tier 1, Tier 2 and Tier 3. You can see the workflow in screenshot but it may seem a little complicated. 

 I set automatically assigne group or user when status becomes tier 1,tier 2, tier 3. And I will set up SLA for each Tier group.

Are these useful ways or do you have any suggestions for a different way or workflow?

[Riley Sullivan · Accepted solution]

Hello @Berat Altunhan 

I think the way this has been configures is a good approach. It's important to consider your management style, as well as the stakeholders who will be interacting with the tickets. If it aligns with your team's dynamic and workflow, then it's definitely a good fit!

One aspect to consider is how escalations and communications with the reporter will be handled. Based on what I've gathered, if Tier 1 escalates a ticket to Tier 2, and Tier 2 resolves it, how is credit attributed back to Tier 1 since the original ticket is being assigned to Tier 2? Additionally, how do you track everyones work effort for resource allocation and headcount? The reverse scenario also applies if a ticket is passed back from Tier 2 to Tier 1 to resolve original ticket. 

In instances that I have built and worked with, Tier 2 and 3 team members aren't customer-facing. When an escalation occurs, it creates a new ticket and link the tickets for Tier 2/3 agents to address the escalation. This workflow ensures that Tier 2/3 can work a separate escalation ticket, once resolved it will automatically reopens the original ticket for Tier 1 to communicate with the customer. This approach gives us a clear view of workload distribution and helps identify training opportunities or reasons for escalations.

These considerations are contingent on factors like time constraints and company size. For smaller teams or companies, a more streamlined workflow with less complexity is often crucial and can evolve into more intricate systems as the organization grows. So I would base it off of your needs and build off of that!

I hope this is helpful!

[Berat Altunhan]

Hi @Riley Sullivan 

Thank you for your excellent feedback, I will definitely implement it.

[Riley Sullivan]

Happy to help, cheers!

[Yogita Rai]

I need to implement a similar structure. Any docs or references would be useful

[Riley Sullivan]

Hi @Yogita Rai

I think a good place to start with some articles here:
https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-managing-escalations/

https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-workflows/

Also, Jira has some good templates. Maybe mess around with those and see if they fit what you are hoping to achieve:

https://www.atlassian.com/software/jira/templates

Hope this helps!