# Escalations overview

> Understand Escalations, how they differ from tickets and tasks, and how the inbox, statuses, and linked records fit together.

URL: https://www.agencytitan.com/help/escalations/overview/

An **escalation** flags a ticket, task, client, or client note that needs a higher-priority path. It is its own record. It does not replace the linked ticket or task.

## Who this is for

Agency team members who raise or work flagged issues. Opening **Escalations** requires **Manage Escalations**. If your access is limited to assigned escalations, the list shows only those you can act on. Owners, Admins, and users granted All access see the full inbox.

Raising an escalation from a ticket, task, or client uses **Escalate…** on that record. You do not need the Escalations page open to create one.

## Open Escalations

1. Sign in to the agency app.
2. Open **Escalations** ([/escalations](https://app.agencytitan.com/escalations)).
3. On a wide screen, the first open row opens in the detail pane. On a narrower screen, select a row to open it.

Breadcrumb: Dashboard, then **Escalations**, then the linked record name.

![Escalations inbox with the Open tab selected and a detail pane showing Acknowledge, Resolve, and Dismiss](/docs/screenshots/escalations-v1/inbox-open.png)

## How the inbox is organized

| Area | What it is for |
| --- | --- |
| **Search escalations...** | Find a row by the linked record or details. |
| **Open** | Active escalations. The badge counts rows that are not closed. |
| **Resolved** | Closed escalations, including resolved and dismissed. |
| **Filters** | Narrow by user (when you can see all), priority, or type. |
| List | One card per escalation, with status, priority, and type. |
| Detail | Reason, notes, actions, comments, and the **Details** rail. |

Empty **Open** shows **All caught up!** and **No active escalations require your attention.** Empty **Resolved** shows **No escalations found**. A search miss shows **No matching escalations**.

Type filter values include **Ticket**, **Task**, **Client**, and **Client Note**. Task stage rows use **Task (stage)** or **Task (substage)**.

## Escalation versus ticket versus task

| Record | What it is |
| --- | --- |
| **Ticket** | An incoming request or conversation. Work it in **Tickets**. |
| **Task** | Planned work from a process type. Work it in **Tasks**. |
| **Escalation** | A flag on one of those records (or a client or note) when it needs a supervisor path. |

Complete the linked work on the ticket or task. Use the escalation to acknowledge, resolve, or dismiss the flag, add comments, and keep the right people involved.

## How an escalation is created

Someone selects **Escalate…** on a ticket, task, client, or client note. The modal is **Escalate to Supervisor**.

Required: **Reason**. Optional: **Priority**, **Notes**, and **Screen Recording**. Confirm with **Escalate**.

The form shows **Escalating:** and, when routing is known, **Will be sent to:**. The app assigns one primary assignee from your agency's escalation settings.

Automations and ticket policy can also create an escalation. Those rows still appear in this inbox.

Default reasons include **Blocked / Cannot Proceed**, **Overdue / Missing Deadline**, **Needs Supervisor Review**, **Need Clarification**, **Customer Complaint**, **Urgent Issue**, and **Other**. Your agency can change labels in settings.

## Statuses and actions

Default statuses are **Open**, **Acknowledged**, **Resolved**, and **Dismissed**. Your agency can rename them. The **Open** tab still groups active rows. The **Resolved** tab groups closed rows.

On an active escalation you can act on:

- **Acknowledge** while it is still open. This marks that someone has taken it.
- **Resolve** when the issue is handled. Enter **Resolution Notes**.
- **Dismiss** when it should not stay open. Enter **Reason for dismissal**.

Closed rows keep **Resolution** or **Dismissal Reason** on the detail.

## Details rail and linked record

The **Details** rail shows **Status**, **Priority**, **Tags**, **Entity type**, and **Created**. **People** lists **Escalated by**, **Primary assignee**, and other participants. Use **Add person** to open **Add Participant**. **AI Summary** can **Generate** or **Refresh** a summary. **Recommendations** appear when the submitter included them.

Select **Open Ticket**, **Open Task**, or the matching entity control to work the linked record. Escalations in the My Day side panel also open a peek. They do not add a Today's List row. See [Work your day](/help/my-day/work-your-day/).

## Settings

Statuses, priorities, tags, and routing defaults live in **Settings**, then **Agency**, then **Escalations** ([/settings/agency/escalations](https://app.agencytitan.com/settings/agency/escalations)). Opening that page requires settings access. Daily work stays on **Escalations**.

## Guides in this category

## Related articles

- [Welcome to AgencyTitan](https://www.agencytitan.com/help/getting-started/welcome/): Sign in, find the main areas of the agency app, and choose a first-week path.
- [Work an escalation](https://www.agencytitan.com/help/escalations/work-an-escalation/): Find an escalation, acknowledge or close it, add people, comment, and open the linked ticket or task.
- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Tasks & processes overview](https://www.agencytitan.com/help/tasks/overview/): Understand how task types, process definitions, stages, fields, layouts, assignments, and tasks fit together.
- [My Day overview](https://www.agencytitan.com/help/my-day/overview/): Understand My Day, Today's List, Overflow, triage, and Timeline so you can plan and work assigned items for today.