Engineering Escalation
What it is
An engineering escalation moves a customer issue from the support team to product engineers, usually because it involves a suspected bug, data problem, or behavior that only someone with code and system access can explain.
Why it matters
Escalations are the most expensive tickets a company handles. They pull engineers off roadmap work, they're slow for the customer, and many turn out to be config questions or known issuesKnown IssueA confirmed bug that's been acknowledged but not yet fixed. that didn't need an engineer.
Best practices
- Define clear criteria – Write down what qualifies, and require evidence before a ticket crosses over.
- Use a template – Standardize the bug reportBug ReportA write-up of unexpected behavior with enough detail for an engineer to reproduce it. so engineers don't have to ask follow-ups.
- Close the loop – Feed the root cause back to support so the next similar ticket stays in support.
How Decimal helps
Reducing engineering escalations is what Decimal is built for. Customers report results like 62% lower MTTRMean Time to Resolution (MTTR)The average time from when an issue is reported to when it's fixed. (Resilinc) and zero added support hires while growing (Guide).