Summary:
Use the Digital Assistant to quickly escalate an active support ticket. The chatbot will verify that the ticket is eligible for escalation and submit the request on your behalf. Tickets can only be escalated once, and closed, resolved, cancelled, invalid, or unauthorized tickets cannot be escalated. If an escalation cannot be processed, the chatbot will guide you to create a new ticket or review your existing support tickets.
Table of Contents:
How to escalate a support ticket using the Digital Assistant?
What tickets are eligible for escalation?
Can the same ticket be escalated more than once?
What happens if a ticket cannot be escalated?
Question 1: How to escalate a support ticket using the Digital Assistant?
Answer: To escalate a support ticket, simply tell the Digital Assistant that you want to escalate your ticket (for example, "I need to escalate my ticket"). The chatbot will ask for your ticket ID and check if the ticket is eligible for escalation. If it qualifies, the escalation request will be submitted and you'll receive a confirmation message.
Question 2: What tickets are eligible for escalation?
Answer: A ticket can be escalated if it:
Is still active (not closed, resolved, or cancelled)
Belongs to your reseller account
Is associated with the correct reseller country
If the ticket meets these requirements, the Digital Assistant can initiate the escalation.
Question 3: Can the same ticket be escalated more than once?
Answer: No. A ticket can only be escalated once. If the ticket is already under review by an Escalation Manager, the chatbot will notify you and provide this message:
"Your ticket XX is already in review with an Escalation Manager. We have notified them of your follow-up request."
Question 4: What happens if a ticket cannot be escalated?
Answer: If the ticket number is invalid, inactive, belongs to another reseller, is associated with a different country, or is already closed, resolved, or cancelled, the Digital Assistant cannot process the escalation request. The chatbot will advise to either:
Create a new support ticket, or
View your recent support tickets
If the issue persists and the ticket is already closed, resolved, or cancelled, a new support ticket should be created.
If the ticket does not belong to the X4A user in the currently logged-in country, the escalation request cannot be processed:
If the ticket is already closed, resolved, or cancelled, the escalation request cannot be processed:
