Escalate a ticket to VAULO
How to escalate an internal Solution Desk request to VAULO when your team cannot solve it on its own.
If your team cannot solve a problem on its own, you can escalate the ticket to VAULO directly from the detail view. This moves the request from your internal workflow into VAULO's support process.
When to escalate
Escalation makes sense when:
- the issue requires technical support from VAULO
- internal permissions or settings are not enough to solve it
- feedback or investigation from VAULO is required
Escalate a ticket to VAULO
Open the ticket you want to escalate in the Your team tab.
Review the description, reproduction steps, replies, and attachments first. Add all information VAULO needs for analysis.
In the right column, click Escalate to support in the Support box.
The ticket is moved to With VAULO and continues there in VAULO's support workflow.
What changes after escalation
- The ticket is no longer part of your internal team workflow.
- The escalation is recorded in the Activity feed.
- The support box shows when the ticket was escalated and by whom.
- Editing becomes restricted for your organization.
Recommendation before escalating
Do not only describe the problem. Also include what your team has already checked. This avoids duplicate questions and shortens the time to resolution.
Who is allowed to escalate tickets at all is explained in Roles and members. You can find answers to common follow-up questions after escalation in the FAQ.