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Escalations and autopilot

An escalation reacts right away when a single case is stuck. It comes from a rule, or a customer reports it in the portal.

On this page

How to: handle a customer escalation

  1. 1
    The customer clicks Escalate your request in the portal and gives a reason.
  2. 2
    The yellow Customer escalation card appears on the case. Click Move to In progress or Add measure.
  3. 3
    If the report is unclear, ask with Ask a question.
  4. 4
    Once all measures are done, describe the solution with Present solution.
  5. 5
    The customer answers in the portal with Yes, solved or Still an issue.
The customer portal with a request, the note “Is your request stuck?” and the Escalate your request button
  1. 1Escalate your request
This is how the customer sees the request in the portal.

Move to In progress and the first measure stop the chain. After that no stage fires, not even to managers. This cannot be undone.

What happens after a customer report?

Every organization has the rule “Customer reports escalation”. It is active from day one. You can pause it and adjust its steps, but you cannot delete it.

Right awayThe case owner is notified and an activity entry is written.
After 24 hoursAn email to the owner's manager, as long as nobody has reacted.
After 48 hoursA task for the case owner.
Question openThe stages pause. After 7 days without an answer you are notified. At most 3 questions.
72 hours after the solutionBricksta reminds the customer.
168 hours after the solutionThe escalation closes “without a reply”.
“Still an issue”Back in progress. From the second time on, the next stage is due immediately.
Up to 30 days laterThe customer can reopen it with Still an issue.
Special cases of a customer escalation
  • While it is open, the case cannot be completed or cancelled. The notice offers Present solution right there.
  • You may present a solution even with an open question. The question is then withdrawn.
  • The customer only sees the state and the solution, never rules, stages or names from the team.
  • In the portal the request carries a chip: “Answer needed”, “In progress” or “Resolved”.
  • For a category, a process type or a template you create your own customer rules. The most specific one applies.

Create an escalation rule

Under Escalation rules, click New rule. A rule checks a trigger and runs its steps one after another while the situation persists. When the situation clears, the incident closes by itself.

TriggerCase blocked, at risk, stalled or overdue; Task blocked; SLA breach imminent; Phase waiting too long; Unassigned work aging.
ScopeWhole organization, Category, Process type or Template.
Escalation stepsPer step: after how many hours, which action, to whom.
ActionNotify, Email, Log activity. With autopilot also reassign a task or create a follow-up task.
RecipientRole, group, person, case owner or manager with levels up.
Good to know
  • “Case at risk” reacts to task signals. For the case's own passed due date, choose “Case overdue”.
  • Groups only work for notifying and emails. Reassigning needs a single person.
  • If there is no manager at the chosen level, Bricksta logs a warning. The step is not silently dropped.
  • You maintain the reporting line under Members or in the org chart.
  • Intervening steps run as “Timer” on behalf of the rule's creator. If they lose the right, the step is skipped.
  • Per rule and case there is exactly one open incident.

Acknowledge an escalation

Open escalations appear in the overview under Open escalations. Acknowledge stops the chain, and Bricksta asks first. After that it reads “Acknowledged · chain stopped”, in the case history as well.

Customer escalations carry the label “Portal” and their state there. You handle them on the case.

Turn on autopilot

Autopilot starts off: Bricksta only shows escalations and sends nothing. You find the Autopilot off switch at the top right of Open escalations. You need the permission to control autopilot.

InformNotify, Email, Log activityAutopilot on
InterveneReassign a task, create a follow-up task, default due dates via Auto-improveAutopilot on plus a separate opt-in
StructureNothing: you always change the template yourselfNot possible

While autopilot is off, due steps are not lost. When you turn it on, Bricksta catches up on them.

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