> For the complete documentation index, see [llms.txt](https://docs.link11.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.link11.com/administration/support-and-billing/how-to-escalate-a-ticket.md).

# How to Escalate a Ticket

We value your feedback, and we want to provide the best level of customer service. If our Customer Success Team does not meet your expectations, this page explains how to escalate your ticket internally to our Head of Customer Success.

## How to escalate without a ticket: <a href="#howtoescalateasituationandticket-stepsonescalatingwithoutticket" id="howtoescalateasituationandticket-stepsonescalatingwithoutticket"></a>

1. Simply raise a ticket into our 24/7/365 Customer Success team at <Support@link11.com> and let our team know you want to escalate an issue, and **reference any tickets that are related.**
2. **DO NOT forward the ticket to your Account Manager or any individual employee's email address.**
3. Our Head of Customer Success will contact you to schedule an appointment with the proper team members, to address the escalation accordingly for resolution.

## How to escalate within an existing ticket: <a href="#howtoescalateasituationandticket-steponescalatingwithinexistingticket" id="howtoescalateasituationandticket-steponescalatingwithinexistingticket"></a>

1. Simply let our Customer Success team member know within the existing ticket that you require an **escalation to prioritize your ticket.**
2. **DO NOT forward the ticket to your Account Manager or any individual employee's email address.**
3. Our Head of Customer Success will contact you to schedule an appointment with the proper team members, to address the escalation accordingly for resolution.

## How to escalate through a call: <a href="#howtoescalateasituationandticket-steponescalatingthroughacall" id="howtoescalateasituationandticket-steponescalatingthroughacall"></a>

1. When calling into our 24/7/365 Customer Success Team, state the ticket number if there is an existing ticket. If no ticket was raised, after the call, please raise a ticket to document the situation. Simply let our Customer Success team know directly on the call that you want to make an escalation and let them know the details.
2. **DO NOT call your Account manager or individual employees about the situation. Please make an escalation through our Customer Success department.**
3. Our Head of Customer Success will contact you to schedule an appointment with the proper team members, to address the escalation accordingly for resolution.

## Escalation Pyramid <a href="#howtoescalateasituationandticket-escalationpyramid" id="howtoescalateasituationandticket-escalationpyramid"></a>

<figure><img src="/files/pZHJohHJ4h1l9NVmO8iY" alt=""><figcaption></figcaption></figure>

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