1 min lesson
Knowing when to escalate
Choose two examples from the table in "Knowing when to escalate" and explain what each teaches you to do.
Step 1 of 2
Escalation is a judgment call the role tests directly. Escalate too early and you burn Engineering's time on something you hadn't isolated; too late and a fleet-wide outage festers in your queue.
There are three exits from a ticket. Knowing which one you're taking - and being able to defend it - is the whole skill.
- Exit
- Self-serve
- When it fits
- Known fix, config or user error
- What you owe
- A clear answer plus a KB link so the next user self-solves
- Exit
- Fix now
- When it fits
- You can resolve it inside support's reach
- What you owe
- The fix, confirmation it worked and a note if it's a pattern
- Exit
- Escalate to Eng
- When it fits
- Reproducible bug, root cause beyond config
- What you owe
- A report sharp enough that Eng can act without a back-and-forth
| Exit | When it fits | What you owe |
|---|---|---|
| Self-serve | Known fix, config or user error | A clear answer plus a KB link so the next user self-solves |
| Fix now | You can resolve it inside support's reach | The fix, confirmation it worked and a note if it's a pattern |
| Escalate to Eng | Reproducible bug, root cause beyond config | A report sharp enough that Eng can act without a back-and-forth |