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How do I escalate a support ticket?

Objective

This article explains how to request an escalation on an open support ticket when the response you are getting is not meeting your expectations or your issue has become a critical blocker.

 

Product

Twilio Support

 

Environment

Twilio Console

 

Procedure

  1. In the Twilio Console, open the help menu in the top bar.
  2. Select Support Center.
  3. On the Support tickets card, select View ticket history.
  4. On the Support Tickets page, select the ID of the ticket you want escalated.
  5. Select Escalate ticket below the comment box.
  6. In Escalate Your Request, your Name and Ticket ID are filled in for you. Complete the rest of the form:
  7. What best describes your escalation reason?, choose either "I'm not getting a meaningful response or I'm not getting the guaranteed response time I'm entitled to." or "I am facing a critical blocker impacting my business and am available to actively engage Support now to address the issue."
  8. Please help us better understand the escalation request, describe the problem, the business impact, and anything else that helps Twilio prioritize it.
  9. Select Submit.
  10. Escalation request submitted successfully confirms the request, and the ticket's Escalated field changes to Yes.

 

Additional Information

  • Escalation is available on the Personalized support plan.
  • A ticket must have been open for at least 30 minutes since submission before it can be escalated. Until then Escalate ticket is unavailable; select the information icon next to it to see why.
  • A ticket that has already been escalated for a slow or insufficient response can only be escalated again by selecting the critical-blocker reason. Choosing the same reason twice is rejected with a message explaining this.
  • Once a ticket has been escalated as a critical blocker requiring immediate assistance it cannot be escalated any further, the information icon then explains that an agent will be reaching out shortly.
  • Escalated tickets receive priority attention from support specialists.

 

This content was generated by AI and reviewed, edited, and verified by a human.

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