The problem
Escalations are where time disappears. L1 passes it up with "can't print, tried rebooting". L2 starts from scratch, calls the user back, asks the same questions and repeats the same checks. The SLA clock keeps running, the client wonders why nobody's fixed it, and your senior engineers get dragged into tickets that never needed them.
How we build it
- Knows when to escalate. Spots the ticket L1 is stuck on, or the one about to breach, and moves it before anyone asks.
- Runs the first round of diagnostics. Device health, logs, recent changes and known issues, checked automatically.
- Builds the handover. What's wrong, who's affected, what's been tried, what's been ruled out and the likely cause.
- Pulls in the history. Similar tickets at this client and across your base, and how they were fixed.
- Sends it to the right engineer. By skill, client and who's free right now.
- Keeps it moving. Chases stalled escalations and alerts a lead before anything breaches.
And if you'd like it:
- Suggests the fix to the engineer, step by step, from past resolutions and trusted vendor guidance.
- Runs approved fixes automatically from your library of tested scripts.
Your team stays in charge
Engineers decide what gets done. Fixes only run from scripts you've approved.
What the future looks like
L2 and L3 spend their time fixing, not re-diagnosing. Escalations close in one pass. SLAs hold. Nobody asks the user "have you tried rebooting" twice. Your senior engineers work on the problems that need them, and you get more from the team you already have.