Outcome. Every ticket carries a running count of how many times it has been escalated, so reporting can flag tickets bouncing between escalation tiers instead of being resolved on first escalation.
Workflow map
Enrollment, branches and actions at a glance
reporting-alerts-028
flowchart TD
A[escalated changes to true] --> B[Increment escalation_count by 1]
When to use it, when not to
- UseUse it on service teams that have a defined escalation signal on the ticket, a priority bump, a pipeline move to a Tier 2 or Escalated stage, or a dedicated checkbox an agent toggles.
- UseUse it as an input to a recurring-escalation report, distinguishing tickets that get escalated once and resolve from ones that ping back and forth between support tiers.
- SkipDo not use it if this portal has no consistent, single signal for a ticket just being escalated. Building the counter on an ambiguous or inconsistently used property will undercount silently. Fix the escalation signal first.
- SkipDo not confuse this with SLA breach tracking. Escalation and SLA breach are related but distinct. A ticket can escalate without ever breaching an SLA, and vice versa.
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.3 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.2 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 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,
149 EUR
or the reporting and alerts 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.
