Escalations that carry context, not just a ticket ID
An escalation should mean 'this is on someone better positioned to solve it' — not 'here's a ticket ID, good luck.' Orbit's escalation model carries investigation notes, account context, and time-tracked history with every handoff.
Who it's for
- MSPs with tiered support structures
- Help desks with Tier 1, 2, and 3 specialists
- Service teams routing complex tickets to senior engineers
- Internal IT teams escalating to specialty groups
Pain points we solve
- Tier 2 starts from scratch because Tier 1's notes got lost
- No standard for what triggers an escalation
- Escalated tickets sit in limbo without an owner
- No data on how often Tier 1 actually escalates
How Orbit fits
Orbit escalations are explicit, owned, and contextual. When a ticket escalates, the new owner sees prior internal notes, time logged so far, and the full client history. Escalation reasons are tracked, so leadership can see patterns.
What Orbit delivers
Explicit escalation actions
Escalation isn't just a reassignment — it's a tracked event with reason, time, and from/to fields.
Context carried forward
Internal notes, time entries, attached docs, and client history travel with the ticket.
Escalation-driven SLAs
Escalated tickets can inherit a stricter SLA (e.g., 'must reply in 1 hour after escalation').
Escalation reporting
Reports show escalation rate by category, technician, and client — so coaching and staffing have data behind them.
Auto-escalation rules
Optionally auto-escalate when a ticket sits too long in a queue or breaches a pre-breach threshold.
When teams reach for this
- Tier 1 → Tier 2 escalation in a multi-tier MSP
- Standard support escalating to engineering at a software company
- After-hours queue escalating to on-call senior
- Internal IT escalating to a vendor with SLA
Frequently asked questions
- Can we set escalation rules per client?
- Yes. Escalation rules are configurable per client, per agreement, or globally.
- Does the customer see the escalation?
- Not by default. Escalations are an internal-team concept. You can choose to surface them in the client portal (e.g., 'Your ticket has been routed to a senior engineer') if desired.
Want to see how this works in Orbit?
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