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What are developer escalations?

To use this feature, turn on Developer escalations on the Features page in Project settings.

Developer escalations is a customer service management work category that can be used for issues that need input from subject matter experts.

An example of a developer escalation might be a specific customer issue where payments are not going through after upgrading to the latest version of the mobile banking application. When a customer raises a request to the bank for this issue, the customer service agent working on the issue can create a developer escalation so that developers can look into it.

Developers can be added as collaborators to your project in Jira Service Management. Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments.

Read more about collaborators

Once the developers investigate the underlying reason for the customer issue, they can share their findings and close the developer escalation.

The purpose of the Developer escalations category is to minimize the time and effort it takes for customer service agents to jump through multiple tools and apps to liaise with developers on a customer issue. Developers also get access to a dedicated view wherein they can filter out escalations assigned to their team and work through them quickly.

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