Work an escalation

Editorial illustration of a blank flagged card being lifted toward a glowing check ring.

Use Escalations to take a flagged issue, keep the right people involved, and close the flag when the linked work is handled.

Who this is for

Agency team members granted Manage Escalations. If your access is limited to assigned escalations, you can act on rows you are assigned to or involved in. Owners, Admins, and users granted All access can work the full inbox.

Before you begin

Open Escalations ( /escalations (opens in new tab) ).
Stay on Open unless you need a closed row.
Completing the linked ticket or task still uses the same permissions as working that record.

Find an escalation

Confirm Open is selected to see active rows.
Use Search escalations… when you know part of the linked record.
Select Filters to narrow by user (when you can see all), priority, or type. Use Clear to reset.
Select Resolved only when you need a closed escalation.
Select a row to open the detail.

Escalations list beside an open detail with Reason, notes, and action buttons — View full size

Acknowledge, resolve, or dismiss

Read Reason and Notes. Policy rows can show Policy Findings instead of notes.
Select Acknowledge while the escalation is still open. The button leaves after that.
When the issue is handled, select Resolve. In Resolve Escalation, enter Resolution Notes, then confirm Resolve.
If it should not stay open, select Dismiss. In Dismiss Escalation, enter Reason for dismissal, then confirm Dismiss.

Closed rows move to the Resolved tab. The detail keeps Resolution or Dismissal Reason.

Comment and update people

Use Comments on the detail to leave a note on the escalation.
Open the Details rail if it is collapsed.
Review Escalated by and Primary assignee. Select the assignee to change it when you can act.
Select Add person to open Add Participant. Search by name, email, or department, then select Add.
Use Remove participant on a person who is not the primary assignee.
Select Generate or Refresh under AI Summary when you want a summary.
If Recommendations are present, select one to mark it.

Open the linked record

Select Open Ticket, Open Task, or the matching open control in the header or Entity type row.
Work the ticket or task there. Status changes on that record do not close the escalation by themselves.
Return to Escalations and Resolve or Dismiss the flag when the path is finished.

Escalations in the My Day side panel open a peek of the same record. They do not add a Today’s List row.

Raise an escalation

Open the ticket, task, client, or client note.
Select Escalate…. On some surfaces the control is Escalate.
In Escalate to Supervisor, choose a Reason.
Set Priority if needed. Add Notes and an optional Screen Recording.
Confirm Escalate.

Escalate to Supervisor modal with Reason, Priority, Notes, and Screen Recording — View full size

Expected result

The row you selected is open in the detail pane.
Acknowledged rows stay on Open and no longer show Acknowledge.
Resolved and dismissed rows appear under Resolved.
Comments and participants stay on the escalation.
The linked ticket or task opens from the escalation without removing the flag.

Troubleshooting

Symptom	Likely cause	What to do
Escalations is missing from navigation	Manage Escalations is not granted	Ask an owner to grant Manage Escalations
The list is shorter than you expect	Your access is limited to assigned escalations, or Filters are on	Select Clear, or ask for All access if you should see every row
Acknowledge is missing	The row is already acknowledged or closed	Use Resolve or Dismiss, or open Resolved for closed rows
You see Escalation Not Found	The row was removed, or you cannot view it	Return with Back to Escalations, or open a notification only if you are involved
All caught up! is showing	There are no active escalations for your access	Stay on Open, or check Resolved for closed rows
You cannot finish the linked work	The ticket or task permission is missing	Ask an owner to grant the matching ticket or process permission