---
title: "Ticket Escalation"
section: "Agent store — Customer Service — Ticket Management"
canonical_url: "https://leverge.ai/agents/customer-service/ticket-management/ticket-escalation"
category: "Customer Service"
process: "Ticket Management"
trigger: "Runs on a schedule"
publisher: "Ailoitte Technologies Private Limited"
---

# Ticket Escalation

Sweep the open queue for tickets that have breached or are about to breach, and brief the shift lead on the ones that need a person now. Nothing is sent.

## At a glance

- Business function: Customer Service
- Process: Ticket Management
- Runs: runs on a schedule — Every weekday at 08:00
- Run cost: 6 credits
- Uses a knowledge base: no

## What it needs

- **Open ticket export** (file upload) — One row per open ticket. Age, priority and last-touch columns are what the sweep runs on.
- **SLA policy** (form)

## How it works

1. Reading the queue export
2. Checking each ticket against the SLA
3. Deciding whether anyone needs waking up
4. Preparing the shift-lead message for approval

## What it returns

- **Queue health** (score)
- **Shift brief** (written summary)
- **Needs a person now** (flagged exceptions)
- **Every open ticket, aged** (table of results)
- **Message to the shift lead** (message preview)

---

Source: https://leverge.ai/agents/customer-service/ticket-management/ticket-escalation — Leverge