L2 Client Escalation Portal
An internal tool for assigning escalations, tracking follow-ups, and keeping internal notes separate from customer communication.
The problem
A shared inbox carried the requests, but the email thread alone made it hard to tell who owned a ticket and when the next reply was due.
What I built
As the business analyst and builder, I built a workflow that syncs incoming tickets, routes messages using their fields, and shows SLA countdowns. The case view separates the team’s internal notes from external correspondence.
I designed the workflow so an incoming message could become an assigned ticket with a visible response deadline. Cases without a routing match stay visible for a person to assign.
Decision I made
I used rule-based assignment for recognizable issues and left ambiguous messages in manual triage. That leaves some work for the support team, but it keeps the reply deadline visible while a person decides who should own the case. I also separated investigation notes from customer updates so each has a clear audience.
Example walkthrough
Synthetic escalation record. The message, ticket ID, and deadline below are illustrative.
- Scenario
- A distributor reports that a submitted order has no confirmation.
- Routing
- A recognizable order issue goes to order support. A message that cannot be matched stays in the triage queue for manual assignment.
- Follow-up
- The owner checks the response deadline, leaves the investigation in an internal note, and sends a separate customer update.
ESC-028 · Missing order confirmation
Example next reply due at
- Rule matchesAn order reference and an order issue are present. Route to order support and show the assigned queue.
- Routing exceptionThe message is ambiguous. Leave it in triage for manual assignment and keep the deadline visible.
Two records, two audiences
- Internal note“Check the status mapping with integration support. Confirmation is still pending.”
- Customer update“We received your report and are checking the order status. We’ll update you by 3:30 p.m.”
Outcome
Tickets, assignments, notes, and reminders became visible in one place. The example shows the workflow and does not quantify any change in response time.