This repository provides a standardized process and template for support service specialist agents to follow before escalating tickets to the technical team. The goal is to enhance service quality, reduce ticket resolution time, and eliminate inefficiencies caused by incomplete information and miscommunication.
- Increase the quality of provided service
- Reduce the closure time of tickets
- Minimize effort for the technical team
- Prevent overlap, frustration, and misunderstandings between teams
- Establish consistent expectations across support tiers (L1 & L2)
- Impact: Briefly describe the effect of the issue
- Environment: Specify the tools, services, and configurations involved
- Observed Behavior: Detail what is happening
- Expected Behavior: State what should occur under normal conditions or the end-user’s intended outcome
- Check internal knowledge bases for similar issues
- Identify anomalies or discrepancies
If unresolved, escalate with full and precise context:
- Summarize the issue
- List all troubleshooting steps and their outcomes
- Clearly state the desired result
To support adoption and training, sample Microsoft 365 case descriptions will be provided under the examples/ directory for educational purposes. These examples are designed to illustrate effective usage of the escalation template in real-world scenarios.
If you'd like to contribute to improving the process or adding new examples, feel free to open a pull request or create an issue.
This project is open source under the MIT License.