Prevent escalations: alert support agents and managers fast

Support agents miss predicted escalations in ticket feeds, causing SLA breaches and churn. Reopen tickets, add private comments, and flag escalation so agents and managers can prioritize at-risk cases.

Overview

Missed escalations lead to SLA breaches and customer churn risk. By surfacing predicted escalations as private comments and flags, support agents and managers get context and next steps so they can prioritize and resolve at-risk cases faster.

Notable Features

Add private escalation comments
Reopen tickets on escalation prediction
Notify agents and managers instantly