Build your service escalation tracker.

How to build your service escalation tracker

1. 1

   Describe the job

   Give escalated cases a clear trigger, response owner and closure evidence.

2. 2

   Review the first version

   Choose how the support agent records the case and how the support lead reviews the next step.

3. 3

   Refine the views

   Ask First to adjust the fields and views for the people who will use the app.

4. 4

   Test before sharing

   Walk through the process with a sample record and check who owns the next action.

What to include in your service escalation tracker

• Keep the case in context

  Keep case, severity assessment, trigger, escalation owner, response and closure evidence together so the next person can understand the request or record.

• When the next step needs a decision

  A sample service visit has missed its agreed callback twice. Escalate the unresolved callback with its history while preserving the original job owner; escalation is not closure.

• Keep closure evidence visible

  Keep the escalation open until the agreed response and follow-up are recorded.

• Choose what each person needs

  Give the support agent a working view and the support lead a review view. Keep case and severity assessment attached to the decision as the work moves between them.