Most IT issues are resolved quickly through the support portal, but occasionally a ticket may require escalation. Escalating ensures higher-priority attention from IT leadership when an issue is urgent, unresolved, or blocking critical work.

Step-by-Step Guide

Step 1 — Review Your Ticket

• Go to [support.forgemarketing.com] and log in.
• Navigate to “My Tickets” and select the ticket in question.
• Check the current status and IT team updates before escalating.

Step 2 — Confirm Escalation Criteria

Escalation should be used when:

• The issue has not been resolved within the stated response time.
• The issue is preventing you or your team from performing critical work.
• The issue poses a risk to client deadlines or company security.

Step 3 — Click “Escalate”

• Open your ticket and select the “Escalate to Manager” button.
• Provide a short reason for escalation (e.g., “Client deadline blocked — unable to access CRM”).

Step 4 — Manager Review

Once escalated, the ticket will be flagged to the IT manager for immediate review. You’ll see the status updated to:

• Escalated — Pending Manager Action

Step 5 — Follow-Up Communication

• Expect a direct email or call from IT Support Lead within 2 business hours.
• Continue communication through the ticket to keep a clear record.

Who Handles Escalated Tickets?

• Primary: Daniel Fox — IT Support Lead (daniel.fox@forgemarketing.com)
• Backup: Emma Ward — IT Technician (emma.ward@forgemarketing.com)

Important Notes

• Use escalation responsibly — it’s designed for urgent or unresolved issues.
• For critical emergencies (system outage, data breach, VPN failure), call IT immediately instead of escalating through the portal.