This article is for customers who have an existing support ticket and want a Support Manager to review it. Support Managers are the senior members of our support team who oversee how tickets are handled.
You can escalate a ticket to a Support Manager at any time while it’s with our support team. You may also see your ticket shown as a conversation. The steps below work for both.
How to escalate a ticket to a Support Manager
To escalate a ticket or conversation to a Support Manager or supervisor:
Open your ticket. Use the link in your ticket notification email, or find it in the Messenger.
Select “Continue the conversation”. This opens the Messenger on your ticket.
Type “Escalate ticket” and send it.
Choose the reason for your escalation:
- General Inquiry (Other)
- Non-response from Support
- Prioritization
- Product Defect
- System DownAdd any details you’d like the Support Manager to know, such as what you’ve tried, the impact on you, or any deadlines.
What happens after you escalate a ticket
After you escalate a ticket, it’s sent to our Support Managers team with your reason and details. A Support Manager will review it and contact you on the same ticket.
Frequently asked questions about escalating a ticket
Can I cancel an escalation?
You can cancel an escalation before it’s sent by choosing Cancel when asked for a reason. Nothing will be escalated.
Can I escalate the same ticket more than once?
You can escalate the same ticket more than once. If you’re still experiencing issues after escalating, follow the same steps again and our Support Managers will be notified again.
Where do I need to escalate from?
You need to escalate from the ticket itself, using Continue the conversation, so the Support Manager can see its full history. Typing “Escalate ticket” in a new chat won’t escalate an existing ticket.
Should I escalate a new issue?
Escalation is only for tickets you’ve already raised. For a new issue, contact support as usual and we’ll create a new ticket for you.