The Ticket-Escalation Snap-In is designed to improve responsiveness and prioritize escalated tickets.

Features

• Initial Escalation Notification

The ticket owner receives a notification in the Internal Discussions tab, serving as the first-level nudge. Additionally, the customer is given an automated acknowledgment message to ensure they are informed promptly. Details of the escalated ticket are also posted in the designated Slack channel to keep team members informed.

• Updating Priority of Linked Issues

The priority of open linked issues is elevated by a level (e.g., P3-->P2, P2-->P1, P1-->P0) to reflect the urgency of escalated matters. The issue owner is alerted about the ticket escalation, ensuring they can address the priority change promptly. Furthermore, when a new issue is linked to an escalated ticket, the same priority increase and notification protocols are applied to maintain consistent urgency levels across related issues.

• Timed Notifications and Escalation Levels

If the internal team does not acknowledge the escalation, follow-up nudges are dispatched in the internal discussion stream. If there is no response within a pre-configured time interval, higher authorities will be tagged to ensure the escalation receives the necessary attention.

Installation

• Create a Slack app and generate a bot token with required permissions (channel-read, groups-read, users: read, chat: write, etc.).
• Save the bot token as a secret in the DevRev app.
• Enable or disable Slack notification functionality.
• Define an escalation message and channel for sending Slack alerts.
• Set backend field names for escalation and CSM.
• Configure nudge intervals and recipients for second and third nudges.
• Select the ticket subtype to trigger the automation.
• Enable priority update for linked issues, if needed.
• Set messages for the ticket owner, linked issue owner, and customer during escalation.