If you find yourself in a situation where you feel the need to escalate your support ticket, we are here to help. Our goal is to ensure that every customer receives the assistance they need. While we strive to resolve issues as quickly as possible, we understand that sometimes a ticket may need to be escalated for various reasons.
Why escalate a support ticket?
Here are some common reasons why you might choose to escalate a support ticket:
- Lack of meaningful updates: If you feel that you are not receiving regular updates on the status of your ticket or that the updates provided are not addressing your issue.
- No clear resolution: If you are not getting a clear answer or solution to your problem, it remains unresolved.
- No response after following up: If you have reached out for additional information or to follow up on a previous communication, and you have not received a response.
- Too many back and forths and no resolution: If your ticket has been going back and forth without reaching a resolution, and you feel that escalating it would help move the process forward.
- Your issue is a priority to you but doesn't fit in our priority definitions as a higher priority: If you believe that your issue is critical and requires immediate attention, but it has not been given the necessary priority.
When we will de-escalate a ticket:
- When the ticket was created within the business day.
- When a satisfactory response has been provided by the agent and the ticket is pending your response.
Our goals when you escalate a support ticket:
When a support ticket is escalated, our primary goals are to:
- Support leadership to respond within 2 hours:We aim to acknowledge the receipt of the escalation within 2 hours to provide you with the assurance that your issue is being addressed, please note that sometimes the response time will be longer.
- The response times for escalations will be between 9am - 5pm UK
- Support leadership to review the escalation: Our team will review the escalation to ensure its validity. If the escalation does not meet the criteria, we will inform you and provide guidance on the appropriate next steps.
- Provide meaningful updates & clarification: We endeavour to provide you with regular updates and clarification, ensuring that you are kept informed throughout the escalation process.
If you find that you need to escalate your support ticket, please do not hesitate to contact us. We are here to assist you and work towards a resolution that meets your needs.
How to escalate a support ticket:
When you need to escalate a support ticket you can follow the following steps
- Click on the yellow icon in the bottom right of this page and then select
- Fill in the required fields for email, ticket ID, and the reason
- You will get a confirmation if the escalation was a success