Outcome. The moment a ticket gets marked as escalated, the associated company is flagged as at churn risk and the account owner is notified, so an escalation in support does not stay invisible to the sales or CS side of the account.
Workflow map
Enrollment, branches and actions at a glance
renewal-expansion-023
flowchart TD
A[Ticket pipeline stage becomes Escalated] --> B[Set company Churn Risk Flag = true]
B --> C[Set Churn Risk Source = Escalation]
C --> D[Create high-priority task for company owner]
D --> E[Notify company owner]
When to use it, when not to
- UseUse it wherever tickets have an explicit escalation marker (a pipeline stage, a priority level, or a checkbox) and the account team is not otherwise looped in when that marker gets set.
- UseUse it as a distinct, faster-firing companion to renewal-expansion-013 (ticket volume spike), since one escalated ticket is a different signal than a rising count of ordinary tickets.
- SkipDo not use it if "escalated" is not a real, trackable state in the ticket pipeline; a note in a ticket description is not something a workflow can filter on.
- SkipDo not use it as the only churn signal on the account. Pair it with a broader churn or health score (renewal-expansion-004, renewal-expansion-015) rather than treating one escalation as the full picture.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.4 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the renewal and expansion pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
