Engineering escalation process

Engineering escalation process

Step 1. Check the existing knowledge base

Before escalating a case, make sure that the issue cannot be resolved using existing resources.

1. Ask the Vault for an answer: https://solis-training-centre.uk/academy/ask

2. Follow the relevant troubleshooting checklist: https://solis-training-centre.uk/academy/troubleshooting

3. If neither resource provides a solution, proceed with the escalation.

Step 2. Describe the issue in Freshconnect

Start a chat in Freshconnect to communicate your question to Engineering.

• Clearly describe the issue and explain what technical assistance is required.
• Provide sufficient details so Engineering can understand the problem without asking for basic information again.
• Avoid vague messages such as "Hey, check this."
• Keep all communication related to the escalation within the Freshconnect chat.

Step 3. Move the ticket to the Engineering basket

Once the request is ready for Engineering review:

1. Change the ticket status to "Waiting on Engineering".

2. The "Engineering escalation" tag will be added automatically.

3. Do not change the ticket group or responsible person.

After changing the status, the ticket will automatically appear in the Engineering basket.

Step 4. Follow the response — Route A: No HQ involvement

If Engineering can answer the question without involving HQ, the communication between Aftersales and Engineering continues directly in Freshconnect.

Once Engineering provides an answer:

1. Review the response and confirm whether it resolves the issue.

2. Make sure the ticket status is no longer "Waiting on Engineering".

3. Change the status to "Open" or another appropriate status to bring the ticket back into your pipeline.

4. If the answer resolves the issue, continue with the normal customer support process.

Step 5. Follow the response — Route B: Escalation to HQ

If further investigation by HQ is required, Engineering coordinates the escalation.

• The Engineering Agent decides whether the ticket needs to be assigned under their name.
• Further communication and escalation to HQ are handled by Engineering, without direct involvement from the Aftersales Agent.
• Once a solution is provided, Engineering registers the issue in the internal database.
• If further Aftersales involvement is required, the Aftersales Agent continues working on the ticket.
• The Vault LLM is updated with the new knowledge entry, making the solution available for future cases.

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