Escalation
Manage urgencies within your ORG to queue issues.
Tier escalation
Agents operate a triage during escalation so your team can handle customer problems the best way. Low urgency is always sent to Agent Desk to be solved automatically with runbooks or loops if you are on Humaner.
| Urgency | Typical trigger | Target SLA | Routes to |
|---|---|---|---|
| Critical | Safety, payment failure, stranded traveller | Under 5 minutes | Human Desk (real-time) |
| Priority | Billing dispute, logged-in user blocked | Under 2 hours | Human Desk (async) |
| Standard | Policy or feature clarification | Under 24 hours | Human Desk (async) |
| Low | Known pattern, knowledge gap, repeat issue | No human queue | Agent Desk |
B2C vs B2B
Your audience influences the way escalation and ticketing works.
| B2C | B2B | |
|---|---|---|
| Primary object | Ticket / conversation | Logged-in user, then conversation |
| Inbox | People by urgency | Identified users by urgency |
| AI / Custom job | Contain & resolve fast | Personalize; brief team with user context |
| Metrics | Volume, CSAT, containment | Resolution rate, deflection, content gaps |
- 1
Open Escalation
https://app.humaner.io/dashboard/desk/escalation or per-agent under Agents → Escalation.
- 2
Enable urgency
Toggle Critical, Priority, Standard, and Low. Everything Low goes to Agent Desk.
- 3
Set default assignees
Route new tickets to the right team member or queue on creation.