Support Process | Escalating DF Tickets - How to Escalate in HubSpot

Goal

Enable support to clearly signal when a ticket requires faster attention and provide the necessary context for review.

Scope

Applies only to:

• Tickets already in the DF queue

Covers only escalation fields, not general ticket handling.

Dev Escalation Requested

Used to request faster handling of a ticket.

When to use

Set to true when:

• The customer is pushing for faster resolution
• The issue has significant impact
• The issue affects multiple users
• The ticket is delaying other work

Dev Escalation Reason

Explains why escalation is being requested.

Requirement

• Must be selected when Dev Escalation Requested = true

What happens next

• Dev Escalation Status is set to Pending Review
• A developer will review and decide

Removing Escalation

• Untick Dev Escalation Requested

System will:

• Clear Dev Escalation Status

Key Rules

• Only request escalation when faster handling is genuinely required
• Always select a reason
• Provide notes in the ticket when context is important

Bottom line

Support requests escalation.
Developers decide whether it is approved.