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Escalate support ticket

  • July 13, 2022
  • 4 replies
  • 0 views
A

HI Zendesk,

I have a support ticket open and not a single response for 2 weeks now.

 

How can I escalate the ticket?

I don't see any option

      4 replies

      Dave12
      • Dave12
      • July 14, 2022
      Hi Andrew, Sorry about this! I'll check on your tickets and see if I can get them to the right person.
        A
        • Andrew58
        • Author
        • July 14, 2022

        Thank you Dave

        Gerhard
        • Gerhard
        • August 18, 2022

        HI there, 

        I was looking fr the same answer please?

        If we as reseller log a support ticket on Zendesk, what is the escalation process?

        I am compiling a guide for the support staff on how to do this, but apart from logging this I see no further escalations apart from continuing to update the ticket?

         

         

        C
        Hi Gerhard,

        Whenever you raise a ticket with us, we assess tickets based on Business Impact. This is one of the factors that we consider to prioritize tickets, depending on the severity of the issue.
         
        As outlined in Zendesk best practices for assessing business impact: 

        At Zendesk, we’ve created a custom ticket field named Business Impact to help our customers indicate the level of urgency of an incident or question when they submit a ticket. It's not only important to assess how critical a situation might be, but also important to continually assess the impact to make sure we're providing you with the right level of support.


        You may also check out the following articles for more detailed information:
         
        Thanks!
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