IT Operations Glossary

What is Escalation Matrix?

A predefined chart of who a ticket moves to, and within what time, when it cannot be resolved at the current level.

When and how to escalate IT tickets — escalation rules, communication, and documentation.

Create an escalation matrix that ensures issues are resolved quickly and appropriately.

Reduce ticket reopens by improving first-time resolution and user communication.

Users waiting hours for IT support? Here is how to dramatically improve response times.

Hundreds of unresolved tickets piling up? Here is how to clear the backlog and keep it clean.

Put Escalation Matrix into practice with workro desk.

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