Escalate an issue to developers

A customer service agent should create a developer escalation for an issue only when they need input from developers to resolve it.

Before you begin using this feature, make sure that your admin has completed setting up developer escalations for your service project.

To create a new developer escalation for a particular issue:

1. Open the issue view of the request.

2. Select Escalate issue.

3. Fill in the developer escalation create form, then select Create.

To link a customer issue with an existing developer escalation:

1. Open the issue view of the request.

2. Select Link issue.

3. Search for an existing issue to link.

4. Choose "is escalated to" and select Link.