This SOP outlines the standard process for escalating cases to Tier 2, ensuring consistency, efficiency, and clarity in support interactions.
🚨 When to Escalate to Tier 2
🚨 When to Escalate to Tier 2
You must escalate in the following scenarios:
Confirmed Bugs:
If you have verified that a bug exists (using tools or troubleshooting protocols), escalate immediately to Tier 2.
Billing Adjustments in QP (Quota Platform):
If billing changes are required (not quota resets), escalate to Tier 2.
Do not attempt to modify billing settings yourself.
📄 Using the Escalation Macro
📄 Using the Escalation Macro
Always use the designated macro when escalating a case.
This macro:
Requests all required context.
Ensures accurate documentation.
Trigger the escalation workflow manually first. Then, use the designated macro to collect and submit all required context. This ensures the process flows correctly and all essential data is captured for Tier 2 review.
🎥 Escalation Video Guidelines
🎥 Escalation Video Guidelines
When including a video in your escalation:
Show the entire user journey leading to the issue.
Avoid showing just the error — context is critical.
Demonstrate what actions the customer took and where the failure occurred.
🕒 Timeframe Management
🕒 Timeframe Management
Do not promise specific timeframes to the customer.
Instead, say:
"We’ve escalated your case to our Tier 2 team. They will review and follow up as soon as possible."
This helps manage expectations and reduces pressure on internal teams.
🧑💼 Handling Manager Requests
🧑💼 Handling Manager Requests
If a customer insists on speaking with a manager:
Remain calm and professional — don’t panic.
Try to resolve the issue first, if within your scope.
If escalation is still requested:
Explain that the manager will provide the same information.
Clarify that it may take additional time.
Offer to escalate accordingly.
✅ What You Can Do in QP
✅ What You Can Do in QP
You are only allowed to perform:
Quota Resets (Global or Individual)
No other system changes are permitted.
💬 Asking for Help
💬 Asking for Help
Ask questions in Slack only after:
Reviewing KB articles.
Checking previous case notes or relevant documentation.
Use Slack for clarification, but demonstrate prior effort.
🧠 Summary
🧠 Summary
This protocol ensures that all Tier 2 escalations are:
Justified (bug or billing-related).
Well-documented (via macros and videos).
Respectful of customer expectations (no false promises).
Aligned with platform limitations (QP restrictions).
Supportive of internal collaboration (Slack-first, effort-aware).
🧾 Workflow Message (Internal, Intercom-ready)
🧾 Workflow Message (Internal, Intercom-ready)
Escalated to Tier 2. Reason: [Bug/ Billing Change].
Case includes macro, full context, and user journey video.
No timeframe promised to customer. Confirmed QP actions: [Quota Reset only].
Ready for Tier 2 review. 👩💻
🔚 Final Notes for Support Agents
Every escalation is an opportunity to reinforce trust — both with the customer and within the team. By following this SOP, you’re not just passing along a case; you’re ensuring that Tier 2 receives everything they need to act efficiently and effectively.
Be thorough, not just fast.
Show context, not just errors.
Communicate clearly, without overpromising.
Your role in the escalation process sets the tone for the resolution. Thanks for owning it with precision and care. 💪