Customer Tickets Escalations

Ensure Customer Cases Get the Urgency they Deserve

Automatically escalate tickets to L2, development, IT, or external providers based on your custom logic.

Keep teams aligned and ensure nothing gets lost.

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Automate your escalation use case the way you want.

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Route tickets to the correct destination, automatically

Control which fields are shared in different escalation scenarios.

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Connect Service Desk to other systems instead of adding costly seats for more support agents.

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Proactively avoid SLA breaches, proving support quality and reducing churn.

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Minimize manual tasks: no more chasing updates and manually routing tickets.

Without Exalate, we would have had to add each developer to Salesforce to be able to track that information, which would have been a huge cost on our side.

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popular Use Cases

Connect Multiple Service Portals

Easily triage tickets and route different Service Portals to the appropriate one. Based on the issue content, reporter, or another custom logic. In case of any errors or misrouting, tickets can be quickly re-routed to the correct service portal.

Escalate Bugs to Development Teams

Sync bug across ITSM platforms automatically. Sync only internal comments to ensure clear and focused communication. Keeping technical discussions separate from customers, improves resolution time and reduces unnecessary information overload.

Coordinate Cross-Team Efforts for Critical Issues

Sync a single issue to both Cloud Ops and Development teams when it requires attention from both. Alternatively, link multiple customer tickets to the same bug in the development instance to consolidate feedback, and adjust priority for providing a fix.

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common use cases

Link multiple tickets from Support to a single issue on the Dev team tool

Support teams often receive multiple tickets about the same customer issue, which need to be addressed by the development team - that uses a separate tool.

Linking these tickets to a single issue in the dev team’s tool ensures updates automatically reflect across all tools.

Teams stay in sync and make prioritisation decisions right, with no additional communication channels and manual effort.

Keep sensitive data protected - sync only the necessary information

Support teams often handle sensitive customer data. It's crucial to limit access to specific information when setting up an integration across different teams.

On this video, we demonstrate one of the many ways you can costumize your integration with Exalate

Ensure that only relevant public comments are shared between support and other teams, minimizing overhead and focusing on precisely what requires attention.

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See how Gantner achieved frictionless collaboration between support and development teams and improved ticket resolution by 45X with Exalate

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