When Tier 1 support agents encounter an issue that cannot be resolved within their scope—but is not a confirmed bug—they must follow this SOP to escalate the case effectively. Every escalation must include context, supporting details, and a proposed solution.
✅ Escalation Criteria
✅ Escalation Criteria
An issue should be escalated when:
The issue is not documented in existing resources or SOPs.
Tier 1 troubleshooting steps have been exhausted.
The request exceeds Tier 1 permission or system access.
The user requests action that involves business logic decisions (e.g., billing exceptions, account ownership changes).
There is ambiguity in the policy that requires senior team input.
Do NOT use this SOP for:
Confirmed technical bugs → escalate through the Bug Escalation SOP.
📋 Escalation Submission Format
📋 Escalation Submission Format
All escalations must include the following:
Ticket URL / ID
Customer Context
User persona (e.g., agency, merchant)
Account health or plan type
Issue Summary
What is the user asking?
Why can’t Tier 1 resolve it?
Steps Taken
What has already been tested, confirmed, or ruled out?
Screenshot(s) or recording
Visual evidence of the issue or behavior
Proposed Solution
What do you recommend?
Link to SOP or precedent, if available
Clarify any assumptions made
🛠️ Sample Escalation
🛠️ Sample Escalation
Ticket: https://intercom.com/.../ticket-id-12345
User: Agency plan client with 25+ sites
Issue: User is requesting to bulk-duplicate content templates across workspaces, which is not currently supported in the UI.
Steps Taken:
- Checked Content Assistant documentation
- Confirmed this action isn’t available even for Admins
- Verified workspaces are linked to the same parent org
Proposed Solution:
- Recommend we provide manual duplication of templates by DevOps
- If approved, suggest creating a backend endpoint for future scaling
🔄 Escalation Flow
🔄 Escalation Flow
Prepare your escalation using the format above.
Submit to Tier 2/CS Lead via Slack.
Tag the ticket with
needs-triageand assign toTier 2.Monitor for handoff confirmation or feedback.
📎 Notes
Escalations without a proposed solution will be returned to the agent.
When consulting peers, please prioritize self-service via the Knowledge Base and internal resources before you reach out, to avoid overloading teammates with questions that can be self-resolved.
Patterns in escalations will inform SOP expansion and feature improvements.
To streamline non-bug escalations, we've created a dedicated macro: SA - Internal | Escalation (Non-Bug). You can use this template to make sure each escalation includes all the necessary context and a proposed solution.
Even if you're not entirely sure, offering a well-reasoned solution shows initiative, and having it validated helps you build confidence for handling unique or edge-case scenarios in the future.
Escalating doesn’t mean giving up—it means moving forward with clarity. When you escalate an issue using this SOP, you're not just passing the baton; you're laying the groundwork for a faster, smarter resolution.
By providing clear context and proposing a thoughtful solution, you become a critical bridge between our users and the next level of support. This practice not only streamlines internal workflows but also builds trust with users who rely on us for guidance.
Remember: every complete escalation helps the entire team scale knowledge, identify gaps, and improve our platform. Use this SOP as your toolkit for confidence, speed, and ownership in every complex interaction.