Escalation Workflows Overview

Escalation Workflows Overview

When an escalation occurs in Rocketship — whether it’s an Escalation or a Forward — the escalation engine will trigger a Rocketship Workflow after completion.

This allows Rocketship to fine-tune the resulting ticket.

For example, you might want to change the ticket status to Escalated or move it to a queue named Assigned.

Available Workflows

There are five escalation-related workflows:

  1. Escalation Up Success

  2. Escalation Down Success

  3. Escalation Sideways Success

  4. Forward Success

  5. Escalation Failed

Workflow Layers

Rocketship supports three layers of escalation workflows.

Each layer can inherit or override workflows from the one above it.

1. Account Level

  • Always required.

  • Defaults to the workflow Escalation Successful.

  • Use Case: Set the final ticket state for all escalations (e.g., move to queue “Assigned”).

2. Escalation Rule Level

  • Can use Account defaults or custom workflows.

  • Use Case: A specific rule, such as “Alerts,” might move tickets to queue “Assigned – Alerts” instead of the standard “Assigned.”

3. Escalation Rule Team Level (not a Team)

  • Can add an extra workflow or replace workflows from the higher levels.

  • Use Case: A team may want special handling for a specific direction (e.g., “Escalate Sideways” changes the ticket status or priority).

Summary

By layering workflows at the Account, Rule, and Team levels, you can tailor how Rocketship handles tickets after escalation — from standard assignments to team-specific actions.

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