At Zoom, we are hard at work to provide you with the best 24x7 global support experience during this pandemic. As part of this ongoing commitment, please review our updated Support Guidelines.

Self Escalating support tickets Follow

Overview

In the past, to escalate a ticket, you could do so by asking your Customer Support Manager or Account Executive directly. To speed up the process you can now escalate your issue yourself.

Note: Escalation option will not be visible until after 24 hours of the support ticket submission.

This article covers:

Prerequisites

  • Business, Education, Enterprise account.
  • Licensed owners or admins.
  • Signed in to the Zoom web portal.

Self escalating a support ticket 

  1. Sign in to the Zoom web portal as an owner or admin.
  2. Click on Support on the top right of the page. 
  3. Click on your name on the top right of the Support page that opens, then select My activities.
    Screen_Shot_2021-05-07_at_7.05.43_AM.png
  4. Under My requests, click on the subject of the desired support ticket.
  5. Click Escalate at the bottom of the page.
  6. In the Add to conversation window, provide any additional information on why your ticket needs to be escalated above -Submitting this comment will trigger the escalation process for this ticket.
  7. Click Submit.

Common escalation reasons

The followings are common reasons to escalate a support ticket:

  • Critical account failure.
  • Delayed support ticket responses.
  • Large time zone difference between the agent working on a ticket and the customer.