Handling Escalations from Non-Escalation Rule Team Resources using the Bypass Feature

Occasionally, a resource working on a ticket may need to escalate it, but they are not part of the escalation rule teams associated with that ticket. This situation often arises when a ticket is handled by a third party (e.g., an outsourced escalation team) or in a co-managed ticket scenario.

By default, Rocketship routes escalated tickets from non-escalation rule team resources to the first escalation rule team (Tier 1). However, depending on your business rules, you may want to bypass the first tier.

Bypass On Escalations Setting

The Bypass On Escalations setting allows you to specify that an Escalation Rule Team will never receive an escalated ticket but can escalate tickets out. For example, if an outsourced escalation service works on a ticket and escalates it, the ticket could be routed directly to Tier 3 instead of going through Tier 1.

This setting is particularly useful for scenarios where certain teams should not handle escalated tickets but need the ability to escalate tickets themselves.

By configuring the Bypass On Escalations setting, you can ensure that tickets are routed efficiently according to your specific business needs.

To access this setting:

1. Click Edit on the Escalation Rule Team in the relavant Escalation Rule
2. Click on the Advanced Tab
3. Enable “Bypass During Escalations”
4. Click Save

You will then see your tiers modified in this way:

In this screenshot, the 2nd tier will never receive escalated tickets (whether Up or Down) from Rocketship, but will still match as the related Tier if they escalate a ticket.