Customer Escalation Workflow

What happens if the customer says the issue is still unresolved after the fix?

The workflow routes the case back to the owner for further work, restarting the response and resolve task rather than closing the loop. This can happen up to 3 times, allowing the owner (and specialist, if needed) another pass before the customer is asked to confirm again. Each cycle is captured in the record's timeline, so the team can see how many attempts an escalation has been through.

Can this handle escalations that don't need a specialist?

Yes. After the owner records their response and resolution, the workflow checks whether a specialist is needed based on the owner's answer. If not, it skips the specialist task entirely and moves straight to marking the case Awaiting Confirmation, saving time on straightforward cases.

What happens at the Critical severity check?

When an escalation is submitted with Severity set to Critical, the workflow creates a fire-and-forget oversight task for the support manager, due in 1 day, alongside the owner's response task. For High or Medium severity, this step is skipped and the case moves directly to the owner task, which is due in 2 days instead of 1.

Who is involved in resolving an escalation?

The support manager gets an oversight task on Critical cases, the owner is assigned a task to respond and resolve, and a specialist can be brought in if the owner flags it as needed. The customer is kept informed through emails and a resolution confirmation form, and the agent who raised the ticket receives a closing notification.

What if the customer doesn't reply to the resolution confirmation email?

The workflow waits for the customer's reply on the resolution confirmation form before proceeding, since this is a step it waits for. The escalation stays at the Awaiting Confirmation status in the record until the customer responds with whether the issue is resolved and any comments.

Can we customise the tasks or timeframes in this workflow?

Yes, the workflow can be adjusted by describing the change in plain English or editing the steps directly in the workflow editor, and earlier versions are kept. This means due dates like the 1-day oversight task or 2-day specialist task, and the fields captured on each task, can be changed to fit how your team works.

Does the agent need an account to get updates on their escalation?

No. The agent receives an email notification when the escalation is closed, and customers interact through a public request form and emailed forms, all without needing an account. Everyone stays informed through email while the team manages the case internally.

What information does the record keep as the escalation moves through the workflow?

The record keeps the reference number, current status (such as Escalated, Awaiting Confirmation or Closed), and a timeline of what happened at each step. It also stores the immediate response, actions taken, resolution, specialist fix details, and the customer's confirmation and comments, since these are all steps the workflow waits for before continuing.

What happens to the oversight notes the support manager enters?

Since the support manager's oversight task is fire-and-forget, meaning the workflow doesn't wait for it, the Oversight Notes the manager enters stay with that task and show up in the record's task list rather than being saved directly on the record. This lets the manager add context without blocking the owner's response work.