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Customer Service vocabulary · Tickets & Escalation

Escalate

Meaning in customer service, with examples

/ˈeskəleɪt/verbCore term

In customer service, escalate means: To pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.

In Turkish: eskale etmek, üst birime aktarmak, üst seviyeye taşımak

How it is used

Agents escalate a ticket, case or complaint to a supervisor, the second-line team or a manager. Customers sometimes ask for it directly: "I want this escalated." The noun is escalation, and companies usually have an escalation process. In general English a situation can also escalate, meaning it becomes more serious.

Example sentences

  1. I've escalated your case to our senior team, and they will contact you within 24 hours.

  2. If the customer is still unhappy, escalate the call to the team leader.

Common collocations

  • escalate a ticket
  • escalate a complaint
  • escalate to a supervisor
  • escalation process
  • escalation path
  • de-escalateTo make a tense or angry situation calmer and less serious, for example during a difficult call.
  • supervisorA person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.
  • first-line supportThe first level of a support team, which receives all incoming requests, solves simple problems and escalates the rest.
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.
  • team leaderA person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Tickets & Escalation

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