Customer Escalation Intake and Routing Form

Customer Escalation Intake and Routing Form — Form Fields

This operations template includes 11 fields. Triage and route customer escalations from support to operations, engineering, or account management. Free to customize and use on ZenBuild.

• Escalating Agent Name (text, required)
• Agent Email (email, required)
• Customer Name (text, required)
• Customer Account ID (text, required)
• Customer Plan (dropdown selection, required) — options: Free, Starter, Professional, Enterprise
• Escalation Reason (dropdown selection, required) — options: Unresolved technical issue, Billing dispute, SLA breach, Executive complaint, Data loss, Security concern, Feature regression
• Severity (dropdown selection, required) — options: P1 - Critical, P2 - High, P3 - Medium, P4 - Low
• Issue Summary (long text, required)
• Route Escalation To (dropdown selection, required) — options: Engineering, Product, Finance/Billing, Account Management, Legal, CEO/Executive
• Steps already taken (long text, required)
• Customer Churn Risk (dropdown selection, required) — options: High, Medium, Low