Track every open escalation.

It is a Trig agent set up to track every open escalation on your team’s accounts. Agents can be fully customized to work based on your own unique escalation signals, conditions, and situations. In this configuration, the agent runs each morning at 8:00 AM, with a review pack on Fridays. The agent finds each escalation in support tickets, the CRM, and Slack, counts it once, shows where it is stuck, and picks the ones that need you today.

Agents can be configured to check each escalation against rules you set. In this template, one reason is enough. The escalation is at your highest severity, an executive at the customer is involved, or the account is one of your 20 largest or renews within 120 days. Or it is the account’s second escalation in 90 days, a linked engineering ticket hasn’t moved for more than five working days, or the customer success manager asked for your help.

In this template, the agent is configured to deliver a one-page review of the escalations that meet your targeting conditions. It opens with the open escalations, those past a target, those that need you, and tickets waiting on us. Each escalation that needs you comes with the reason, where it is stuck, and what your help could unblock. Then it lists every open escalation, repeats such as the same cause at three accounts in 30 days, and tickets waiting on us for five days or more.

No. Trig never contacts customers directly without express approval, which is controlled at the code level. In this template, the agent reads your records and changes no owner, severity, or ticket. It shows open escalations per customer success manager as workload and never ranks people by them. Your team decides which escalations to step into.

Escalated tickets from your support tool and the accounts your team owns in the CRM, with owner, value, and renewal date. Your escalation targets, linked engineering tickets, the escalation channel, customer emails, and escalations closed in the last 90 days add useful additional context where available. In Trig, you choose which connected sources agents can read, and you approve whether each assignment may send messages or update records before it runs.

Yes. A template sets up the assignment: what to produce, which accounts it covers, when it runs, and which tools it can use. You review the plan before it runs, and you can edit its instructions, accounts, recipients, or timing at any time, or pause it.

A few clicks. Once the tools it reads from are connected to Trig, you can set up this template almost instantly, review its plan, and the agent starts work on your team’s open escalations.