TroubleshootingQuestion 84 of 100
What does it mean to 'escalate' a support ticket?
a.To delete the ticket
b.To close the ticket without resolution
c.To make the customer angry
d.To pass the issue to a higher tier or specialist when it is beyond your scope
Explanation
Escalation means transferring an issue to a more specialized or higher-level support team when it exceeds your knowledge, permissions, or time constraints. Knowing when and how to escalate ensures the customer gets timely, competent help. Good documentation makes escalation smoother.
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