Setting Up Escalation
Escalation lets staff move a ticket to a higher support tier when the issue needs more expertise or authority. The full conversation history is preserved and the ticket is moved to a separate category with a different support role.
âšī¸Pro feature
Escalation is available on Pro and Business tiers.
How Escalation Works
You configure two or more support tiers in your dashboard. Tier 1 is your front-line support â the role and category that handles most tickets. Tier 2 (and beyond) is your senior support â a separate role and category for complex or escalated issues.
Setting Up Escalation
1
Create your escalation role in Discord
Create a role for your senior support team â e.g. "Senior Support" or "Tier 2". Assign it to the relevant staff members.
2
Create your escalation category in Discord
Create a separate channel category for escalated tickets â e.g. "Escalated Tickets". This keeps escalated tickets visually separate from normal ones.
3
Configure escalation in the dashboard
Go to your server dashboard â Settings. Find the Escalation section and set the Tier 2 Role and Tier 2 Category to the role and category you just created.
4
Save
Click Save. Escalation is now configured. Staff can use /escalate inside any ticket to move it to the Tier 2 category.
âšī¸Multiple escalation tiers
You can configure more than two tiers if needed. Each tier has its own role and category, allowing tickets to move through multiple levels of support.
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