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Escalation is your direct line to the product company’s own support team. If your assigned agent hasn’t responded in time, your issue needs specialized attention, or you simply prefer to work with the company directly, you can escalate any ticket at any moment. The process is quick, it’s always available to you, and using it will never negatively affect your account or your relationship with the platform.
Your assigned support partner may assist you with onboarding, product usage, and support. They may earn commission for helping you get started and supporting your account.
Escalation is always available to you — no matter what stage your ticket is at, no matter how many times you’ve escalated before. There is no penalty for escalating, and doing so will never affect your account standing.

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When to Escalate

You don’t need a specific reason to escalate, but here are the most common situations where it makes sense:

Agent hasn't responded in time

If your agent hasn’t replied within the expected response window and you need an answer, escalate to get the company team involved right away.

Billing or subscription issue

Billing disputes, unexpected charges, and refund requests must be handled by the company — your agent cannot approve or reverse charges.

Password or security problem

Any issue involving your login credentials, account access, or account security should go directly to the company team.

Complex technical bug

If your issue requires backend investigation or engineering access, the company team is better equipped to resolve it.

Refund or account deletion

Refund approvals and account deletion requests require authorization from the company and cannot be processed by your support partner.

You prefer company support

You’re always entitled to company support. If you’d simply prefer not to work through a partner agent, escalation gets you there immediately.

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How to Escalate a Ticket

Escalating takes less than a minute. Here’s how to do it:
1

Open the ticket you want to escalate

Go to the Support section of your dashboard and click on the ticket. It can be in any status — open, waiting, or otherwise.
2

Click 'Escalate to Company'

Look for the Escalate to Company button within the ticket view. It’s visible on every ticket, regardless of its current status.
3

Add a note (optional)

You’ll have the option to add a short note explaining why you’re escalating. This isn’t required, but it helps the company team understand your situation before they read the full thread. Examples: “No response in 48 hours” or “This involves a billing dispute.”
4

Confirm the escalation

Click Confirm to submit. The ticket status will change to Escalated immediately, and the company’s support team will be notified right away.

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What Happens After You Escalate

Once a ticket is escalated, the company team takes ownership. Here’s what to expect:
  • The ticket status changes to Escalated in your dashboard.
  • The product company’s support team is notified immediately.
  • The company team reviews the full ticket history, including everything discussed with your agent, so you don’t need to repeat yourself.
  • You’ll receive a response from the company team within their stated response time, which may differ from your agent’s SLA.
  • Your assigned agent is no longer involved in that ticket unless the company team decides to bring them back in.
After escalation, the ticket status may move to Waiting for customer if the company team has follow-up questions. Watch for notifications and reply as soon as you can — this keeps the resolution moving and prevents delays.
If a ticket has been marked as resolved but the issue isn’t actually fixed, you can reopen it first (from the ticket view) and then escalate. This keeps the full history intact and makes it easier for the company team to pick up where things left off.

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Requesting a Different Agent Permanently

Escalating a single ticket doesn’t change your assigned agent going forward. If you want a different support partner for all future interactions, you can request a permanent reassignment separately.
1

Go to your support dashboard

Navigate to the Support section and find the Your Support Partner panel.
2

Select 'Request Reassignment'

Click Request Reassignment from the agent panel. This is a separate action from escalating a ticket.
3

Choose your preference

You can request a different independent support partner, or you can request that your account be transitioned to direct company support going forward.
4

Submit your request

Confirm your choice. You’ll be notified once the change takes effect. Open tickets will continue on their current path; future tickets will be routed to your new assignment.

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Opting Out of Partner Support Entirely

If you prefer to always work directly with the product company — without an assigned independent agent at any point — you can opt out of partner support entirely.
  • During sign-up: Look for the option to decline agent assignment when you first create your account.
  • After sign-up: Go to your account settings and look for the Support Preferences section, or use the Request Reassignment option in the Support panel and select Company support only.
Once this is set, all new support tickets will be routed directly to the company team. You can change this preference at any time.
Opting out of partner support applies to future tickets only. Any tickets currently assigned to an agent will continue normally unless you individually escalate them.

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Rating Your Experience After Escalation

After an escalated ticket is resolved, you’ll be invited to leave feedback about the experience. This covers both the agent interaction (if there was one before escalation) and the company team’s handling of the issue. Your feedback helps the platform maintain quality standards — for independent agents and the company’s own support team alike. Rating is always optional, but it’s genuinely useful. To leave a rating, open the resolved ticket and click Rate this experience, or respond to the rating prompt that appears on your dashboard.
If you escalated because of slow response times from your agent, your feedback on the Responsiveness category is especially helpful for improving the experience for other customers.