Route and Escalate Support Issues Automatically. AI classifies ticket urgency and assigns escalation paths — ensuring high-impact issues reach the right team within SLA every time.
Everything you need to route and resolve support escalations efficiently and within SLA
Ticket Ingestion - Retrieves incoming tickets from helpdesk, email, and chat platforms and classifies escalation need automatically
Escalation Trigger Detection - AI identifies tickets requiring escalation based on sentiment, customer tier, and issue complexity
Priority Classification - Escalated tickets are ranked by urgency, SLA risk, and business impact for queue management
Intelligent Routing - Escalations are assigned to the most appropriate senior agent or specialist team automatically
SLA Breach Monitoring - Escalation resolution timelines are tracked with alerts for tickets approaching SLA deadlines
Escalation Analytics - Escalation volumes, root causes, and resolution outcomes are reported to support leadership
