# Work an escalation

> Find an escalation, acknowledge or close it, add people, comment, and open the linked ticket or task.

URL: https://www.agencytitan.com/help/escalations/work-an-escalation/

Use **Escalations** to take a flagged issue, keep the right people involved, and close the flag when the linked work is handled.

## Who this is for

Agency team members granted **Manage Escalations**. If your access is limited to assigned escalations, you can act on rows you are assigned to or involved in. Owners, Admins, and users granted All access can work the full inbox.

## Before you begin

- Open **Escalations** ([/escalations](https://app.agencytitan.com/escalations)).
- Stay on **Open** unless you need a closed row.
- Completing the linked ticket or task still uses the same permissions as working that record.

## Find an escalation

1. Confirm **Open** is selected to see active rows.
2. Use **Search escalations...** when you know part of the linked record.
3. Select **Filters** to narrow by user (when you can see all), priority, or type. Use **Clear** to reset.
4. Select **Resolved** only when you need a closed escalation.
5. Select a row to open the detail.

![Escalations list beside an open detail with Reason, notes, and action buttons](/docs/screenshots/escalations-v1/inbox-open.png)

## Acknowledge, resolve, or dismiss

1. Read **Reason** and **Notes**. Policy rows can show **Policy Findings** instead of notes.
2. Select **Acknowledge** while the escalation is still open. The button leaves after that.
3. When the issue is handled, select **Resolve**. In **Resolve Escalation**, enter **Resolution Notes**, then confirm **Resolve**.
4. If it should not stay open, select **Dismiss**. In **Dismiss Escalation**, enter **Reason for dismissal**, then confirm **Dismiss**.

Closed rows move to the **Resolved** tab. The detail keeps **Resolution** or **Dismissal Reason**.

## Comment and update people

1. Use **Comments** on the detail to leave a note on the escalation.
2. Open the **Details** rail if it is collapsed.
3. Review **Escalated by** and **Primary assignee**. Select the assignee to change it when you can act.
4. Select **Add person** to open **Add Participant**. Search by name, email, or department, then select **Add**.
5. Use **Remove participant** on a person who is not the primary assignee.
6. Select **Generate** or **Refresh** under **AI Summary** when you want a summary.
7. If **Recommendations** are present, select one to mark it.

## Open the linked record

1. Select **Open Ticket**, **Open Task**, or the matching open control in the header or **Entity type** row.
2. Work the ticket or task there. Status changes on that record do not close the escalation by themselves.
3. Return to **Escalations** and **Resolve** or **Dismiss** the flag when the path is finished.

Escalations in the My Day side panel open a peek of the same record. They do not add a Today's List row.

## Raise an escalation

1. Open the ticket, task, client, or client note.
2. Select **Escalate…**. On some surfaces the control is **Escalate**.
3. In **Escalate to Supervisor**, choose a **Reason**.
4. Set **Priority** if needed. Add **Notes** and an optional **Screen Recording**.
5. Confirm **Escalate**.

![Escalate to Supervisor modal with Reason, Priority, Notes, and Screen Recording](/docs/screenshots/escalations-v1/raise-modal.png)

## Expected result

- The row you selected is open in the detail pane.
- Acknowledged rows stay on **Open** and no longer show **Acknowledge**.
- Resolved and dismissed rows appear under **Resolved**.
- Comments and participants stay on the escalation.
- The linked ticket or task opens from the escalation without removing the flag.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| **Escalations** is missing from navigation | **Manage Escalations** is not granted | Ask an owner to grant **Manage Escalations** |
| The list is shorter than you expect | Your access is limited to assigned escalations, or **Filters** are on | Select **Clear**, or ask for All access if you should see every row |
| **Acknowledge** is missing | The row is already acknowledged or closed | Use **Resolve** or **Dismiss**, or open **Resolved** for closed rows |
| You see **Escalation Not Found** | The row was removed, or you cannot view it | Return with **Back to Escalations**, or open a notification only if you are involved |
| **All caught up!** is showing | There are no active escalations for your access | Stay on **Open**, or check **Resolved** for closed rows |
| You cannot finish the linked work | The ticket or task permission is missing | Ask an owner to grant the matching ticket or process permission |

## Related articles

- [Escalations overview](https://www.agencytitan.com/help/escalations/overview/): Understand Escalations, how they differ from tickets and tasks, and how the inbox, statuses, and linked records fit together.
- [Find and work tickets](https://www.agencytitan.com/help/tickets/find-and-work-tickets/): Use inboxes, quick filters, statuses, departments, client filters, and search to find and open tickets in the Tickets inbox.
- [Work a task](https://www.agencytitan.com/help/tasks/work-a-task/): Work the current stage, update task details, complete required fields, and move a task through its configured stages.
- [Work your day](https://www.agencytitan.com/help/my-day/work-your-day/): Start the next My Day item, reorder Today's List, promote Overflow, snooze work, and review Timeline.