Overview:
Use the Digital Assistant to request escalation for eligible support tickets that require urgent attention. Once escalated, updates remain on your existing ticket, allowing you to track progress without creating a new request. This helps ensure urgent issues receive the appropriate attention while keeping all communication and status updates in one place.
Process:
Log in to Xvantage.
Click the chatbot icon in the bottom right corner of the screen to open the Digital Assistant.
Read and accept the Terms and Conditions to begin.
Interact with the Digital Assistant as you typically do. If you wish to have your current open support ticket escalated, you can directly inform the chatbot.
Example: "I need to escalate my ticket."
You will be asked to provide the ticket ID.
If the ticket qualifies, the Digital Assistant will initiate the escalation. Some of the qualifications include:
Ticket must be active (not yet closed/resolved).
Ticket should not belong to other reseller.
Ticket should not be from other country for same reseller.
Once the process is completed successfully, you will get a confirmation message in the chatbot regarding the ticket escalation made.
Good to know:
A ticket can only be escalated once. If a ticket has already been escalated, the chatbot will not create another escalation and will display the message: “Your ticket XX is already in review with an Escalation Manager. We have notified them of your follow-up request.”
If a ticket is already closed, resolved, or cancelled, it can no longer be escalated. In these cases, the chatbot will not create an escalation request and will inform the user that a new support ticket is required if the issue persists.
If the ticket number is invalid, inactive, belongs to another reseller, or is associated with a different country, the chatbot cannot process the escalation request.
Users can then choose to:
Create a new ticket
View recent support tickets
