Use case
Escalations that go to the right place, with context
An escalation path is only useful if context carries with the ticket. Orbit's escalation paths route by team, severity, or SLA — and the receiving party sees the full investigation history.
Who it's for
- MSPs with tiered support
- Help desks with senior-engineer escalations
- MSSPs with severity-based escalation
Pain points we solve
- Escalations that strand tickets in limbo
- Receiving party starts from scratch
- No data on how often escalations happen
How Orbit fits
Define paths by team, severity, or SLA. Tickets escalate with context. Reports show patterns.
Capabilities
What Orbit delivers
Configurable paths
Per-team, per-severity, or per-SLA escalation rules.
Context carries forward
Internal notes, time entries, and history travel with the ticket.
Auto-escalation
Optional auto-escalation on pre-breach SLA.
Common use cases
When teams reach for this
- Tier 1 → Tier 2 routing
- Severity-based engineer paging
- After-hours senior on-call
Keep exploring
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