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Customer SupportUpdated 6/8/2026·1,620 views

Customer Escalation Handling

Quick answer

If you cannot resolve within one call or one hour, escalate in Zendesk to Tier 2 and add the customer's severity and impact.

Full procedure

  1. 1Confirm the customer's issue and reproduction steps.
  2. 2Attempt Tier 1 resolution using the knowledge base.
  3. 3If unresolved after 1 hour, escalate in Zendesk.
  4. 4Tag with severity (S1–S4) and business impact.
  5. 5Follow up with the customer within 30 minutes of escalation.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4119 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

My private notes

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Revision history

  1. 2026-06-08
    Added 30-minute follow-up requirement.
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