Tier 2 Escalation Handling

Tier 2 Escalations - (Routine)

Tier 2 Escalations carry the least amount of risk and harm to providers, patients, and customers, but contribute to poor network quality and unsatisfactory experiences for customers and patients.

When handling a T2 escalation, ensure the following actions are taken.

1. Send canned response per escalation chart.

2. Apply "Tier 2 Escalation" tag to the ticket.

3. Assign to Trust and Safety Kustomer.

NOTE - The handoff at this point is completed. Acknowledgment of the takeover is not required for Tier 2 escalations.