Resolution Time and Ticket Escalation

Every ticket has an expected resolution time based on the priority you chose when opening it. This is not a hard promise — it is an indicator that tells you when you may reasonably ask for the request to be sped up.

Expected resolution time

When you open the ticket details you will see a line showing the expected resolution time, next to a countdown of the remaining time that updates minute by minute.

When does the escalate button appear?

The Escalate button is not always available. It appears when all of these are true:

1. 1
   The expected resolution time has actually elapsed.
2. 2
   The ticket still needs handling (not closed and not resolved).
3. 3
   The ticket has not been escalated before.

Before the time elapses, the remaining countdown is shown in its place — so a ticket cannot be escalated early.

What happens when you click Escalate?

1. 1
   A confirmation message appears before anything is sent.
2. 2
   On confirmation the escalation is recorded and the support team is alerted to review the case with priority.
3. 3
   The button is replaced by an orange Escalated indicator, and the ticket cannot be escalated again.

Important notes

• Escalating does not create a new ticket — your ticket number stays the same.
• The whole conversation and all previous attachments remain in the same ticket.
• Escalation does not change the priority you chose when opening the ticket; it flags to the team that the expected time was exceeded.
• Each ticket can be escalated only once.

What happens next?

The support team reviews the escalated ticket, and their reply reaches you in the same ticket as usual.

Related articles

• How to Track Your Ticket and Understand Its Status
• How to Reply and Attach Files
• Support Ticket FAQs