Atlas Knowledge
Back to search
Customer SupportUpdated 2/10/2025·1,662 views

Escalation Process

Quick answer

Unresolved after 1 hour → Tier 2 via Zendesk with severity tag.

Full procedure

  1. 1Review the Escalation Process standard on the department portal before you begin.
  2. 2Confirm you have the required access, PPE, or tooling for the task.
  3. 3Unresolved after 1 hour → Tier 2 via Zendesk with severity tag.
  4. 4Complete each step in sequence — do not skip or reorder.
  5. 5Record completion in the system of record (log, ticket, or checklist).
  6. 6Escalate any deviation from the standard through the escalation path.
  7. 7Debrief the team lead at handoff on anything unusual.

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. 4136 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Escalation Process Log
    CS-398

My private notes

escalationtierzendesksupportprocesscustomer supportproceduresopatlas

Revision history

  1. 2025-02-10
    Version 3.7 republished by Hannah Reyes.
  2. 2026-11-23
    Reviewed for annual compliance.
  3. 2024-11-04
    Initial publication.
Was this helpful?
Your feedback improves the knowledge base.