Help center Core configuration Case management Configure escalation and de-escalation types Updated Monday, October 26, 2026 · Marc Staine Escalation types provide reusable context when an agent escalates or de-escalates a case. Scope and template controls help teams record consistent impact, mitigation, and handover information. Applies to: Supportbench Core. Location: Settings → Cases → Escalation types. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Cases → Escalation types.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Details and availabilitySettingWhat it controlsHow to chooseNameThe label people select. Required; up to 50 characters.Use a short, distinct label that describes its purpose.DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.Display orderAn integer from 0 to 25; lower numbers appear first and ties sort by name.Put commonly used choices first without changing their operational meaning.ActiveControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.DivisionsRestricts the option to selected divisions. Global scope is available only when your access allows it.Choose the intended divisions. Do not assume an empty selection is permitted for every administrator.IssuesRestricts where the escalation choice is available. An empty selection allows all issues.Use issue-specific types only where the process differs.TypeEscalation or De-Escalation.Choose the action the template documents.TemplateFormatted content inserted when an agent uses this option.Ask for the impact, scope, current findings, and next action.AI templateWhere enabled, AI uses accessible case/customer/custom-field context to prepare a draft.Review the generated draft before using it. Do not assume it has verified every fact. Behavior to knowThis is an agent action template. Automated escalation conditions are configured in Workflows.AI template controls appear only when supported by the account. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create an Escalation type for incidents requiring specialist support.Restrict it to the relevant division and issue classes.Write a template asking for impact, affected users, checks completed, and mitigation.Save and use it on a test case to inspect the draft and available choices.Create a separate De-Escalation type if the team needs a consistent resolution handback. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Configuration → Configure workflows and automationCases → Configure case issuesCases → Configure case templates and chat shortcuts Was this article helpful? Yes No Thank you for your feedback.