Overview

A user might need to escalate their ticket currently open with the Kayako Classic Support team for different reasons such as a change in the urgency of the request, and this article provides the step on how to do so.

Solution

1. First, make sure that you are signed into the Kayako Classic Support Portal.
2. From the home page, click the My Requests button.
   
   
   
   
3. Next, locate the ticket you need to click on it.
4. Click on the Escalate Ticket option at the top of the ticket.
   
   
   
   
5. Select a reason for the escalation and press OK.
   
   
   • If you run into any issues escalating a ticket, please reach out to us via chat so we can investigate.