Using /escalate and /deescalate
Once escalation is configured, staff can escalate and de-escalate tickets at any time using slash commands. The ticket channel moves between categories and the appropriate support role gains or loses access.
/escalate
Run `/escalate` inside a ticket channel to move the ticket up to the next support tier. TixBot will move the channel to the escalation category, add the escalation role, and post a notification in the channel confirming it has been escalated.
/deescalate
Run `/deescalate` to move the ticket back down to the previous tier. Useful if an escalated ticket turns out to be a standard issue that front-line support can handle.
| Command | What it does |
|---|---|
| /escalate | Moves ticket to next tier — new category and role gains access |
| /deescalate | Moves ticket back to previous tier |
If you run /escalate but have not configured an escalation tier in Settings, the command will return an error. Set up your escalation category and role in the dashboard first.