Institutional Support: Escalation Process from 1st Level to 2nd Level Online Service

Summary

This article explains when and how the 1st Level Online Service (OS) team should escalate an Institutional Support ticket to the 2nd Level team.

The goals of this process are to:

• Reduce ticket resolution times.
• Ensure consistent customer communication.
• Provide clear ownership and escalation practices.

Scope

This process applies to all Institutional Support ticket categories and sub-types. Escalations should be raised when additional expertise, approval, or intervention is required to progress a ticket.

When to Escalate

Escalate a ticket to 2nd Level when:

• The issue cannot be resolved using existing workflows or Knowledge Base guidance.
• You are unsure how to proceed.
• An internal support team has not responded within the expected timeframe.
• Approval is required for account updates, administrator changes, or IP overlap requests.
• The issue requires escalation to DASH, SciAm, Identity, or another team that only 2nd Level can contact.

1st Level Responsibilities (Parent Ticket)

Investigate the issue using available Knowledge Base articles and internal guidance. 

If escalation is required, create a child ticket using the OS Escalate to 2nd Level template.

Add clear escalation notes including:

• Investigation completed
• Troubleshooting performed
• Relevant articles reviewed
• Reason for escalation
• Refer to Institutional Support - Escalation Note Guidance for note requirements.
• Retain ownership of the parent ticket and keep the customer informed of progress.
• Review  the guidance provided by the 2nd Level team.
• Close the child ticket once the requested actions have been completed. Reopen it if further assistance is required.
  
    

2nd Level Responsibilities (Child Ticket)
 

The 2nd Level agent will:

• Review the escalation notes and parent ticket history.
• Investigate the issue and provide guidance on the next steps.
• Provide customer-facing wording where appropriate.
• Reassign the child ticket back to the 1st Level agent once feedback has been provided.

The 2nd Level team may take ownership of the parent ticket when direct intervention or escalation to restricted internal teams is required.

The 2nd Level team also provides approval and guidance for account updates, administrator changes, IP overlap reviews, and escalations involving unresponsive contacts.

Ownership Summary

Service Expectations

The 2nd Level team should respond to escalated tickets within 24-48 hours.

If no response is received within this timeframe, or the customer requires an update, the 1st Level agent should follow up on the child ticket.

For urgent issues, contact Jonpaul or Rob Griffin via the Freshdesk Huddle channel.

Escalate when the following teams have not responded within:

Related Article

Institutional Support - Escalation Note Guidance