Self-escalating support tickets in zoom app
In the past, if you wanted to escalate a ticket, you simply had to contact your Account Executive or Customer Success Manager directly and ask them how to do it. The process of escalating your issue can now be initiated by you directly, which will speed up the process. In most cases, escalating a support ticket is the result of one of the following reasons:
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Failure of a critical account.
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Responses to support tickets are delayed.
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Agents working on a ticket and customers who are in different time zones have a large time zone difference.
Note: It may take up to 24 hours after you submit your support ticket for the escalation option to be visible.
Prerequisites for self-escalating support tickets
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Accounts for businesses, education, and enterprises
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Owning or managing a licensed account is the responsibility of the owner
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Using the Zoom web portal, I have logged into my account
Instructions for self-escalating support tickets
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Become the owner or administrator of the Zoom web portal by logging in.
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In the top right corner of the page, click on Support.
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On the Support page that opens, click your name in the top right corner, and then click My activities on the left-hand side of the page.
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Click on the topic of the support ticket you would like to submit under My requests.
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At the bottom of the page, you will find a link that says Escalate.
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Provide any additional information on why your ticket needs to be escalated in the Add to conversation window. Please be sure to include any additional information you think will help the escalation process. When you submit this comment, the escalation process will begin.
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Please click the Submit button.