How do I escalate a ticket?
We always try to resolve queries and issues in a timely manner, but there may be times that you don’t believe that you are getting the level of support you need for resolution. We have established a clear escalation process so that it is easy to make us aware in these situations.
Before you escalate a ticket
Please familiarise yourself with the Service Level Agreements that have been confirmed with the business. If the ticket you are attempting to escalate is still within these SLAs, we will ask that you give the team an opportunity to resolve the issue.
You can escalate a ticket that you believe has been classified at a lower level of priority than it should be. We will evaluate the classification and re-classify if needed.
How to escalate a ticket
There are two methods of escalating a ticket, and it is down to your convenience as to which one you use. Both receive the same level of attention.
You will need to provide the following information as part of your escalation request:
By form
You can use the following form to register your escalation request:
Case Escalation Request
Please include any preferred method of contact in the comments field. We will attempt to contact you that way first but will also reply on the ticket to ensure you are kept up to date.
By email
You can use the following email address to register your escalation request:
support-escalation@portmandentex.com
Please include any preferred method of contact in the request email body. We will attempt to contact you that way first but will also reply on the ticket to ensure you are kept up to date.
What happens next?
Your ticket will be reviewed by the Service Desk Manager or the Practice Experience Manager. They will review the ticket and take appropriate action to resolve the ticket within the Service Level Agreement, or as soon as practical if this time has already passed.
- If your escalation relates to a mis-classified priority, they will assess the ticket against our Service Level Agreements and re-classify if appropriate.
- If your escalation request has been sent in prior to the expiry of the Service Level Agreement, specifically relates to the level of response, and we believe that that classified priority is appropriate, you will be asked to give the assigned agent time to respond and resolve your ticket.
- If your escalation request does not include an existing ticket number, you will be asked to provide this before any further action takes place. The escalation service should not be used to log initial queries or urgent tickets.
No matter the outcome, we will contact you to discuss the next steps and continue to monitor the ticket if required until everything is resolved.
How long will it take?
Our team will aim to respond to you as soon as they can, and you should expect a response back within an hour in most cases, but this will usually be quicker.
What if I’m not happy with the outcome?
Our leadership team is committed to providing outstanding customer service and ensuring the best possible outcomes for your issue. However, if you are not happy with the outcome, we’re not happy either. In these instances, please ask for the escalation ticket to be sent to the Head of Service Delivery for review.