Why has my ticket been escalated?

Modified on Tue, 23 Jan at 9:22 PM

When the team resolve tickets, there may become a time where they require assistance from a more experienced or more senior member of the Concero Education team. This could be to gain more specialist knowledge about a certain system or piece of hardware. Occasionally, this is because only the more senior staff can resolve this issue.

As your ticket has been escalated, it may take a little longer than usual to resolve due to the potential complexity of the issue. The Concero Education team will be trying to resolve your issue as quickly as possible and our SLA timers are still running so our aim is to resolve the issue within these timers.

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