Escalating Cases

Lindsey Bryant
Lindsey Bryant
Third Anniversary Kudos 2 First Reply Name Dropper
in Blackbaud K–12 Education Solutions™ General Discussions

I'm hoping someone can help me understand what escalating a case actually does. I've had a case open for over 3 months and I've escalated it within support. We received an email from the support rep manager stating they received our request. However, I'm still getting updates from the original rep and still no further assistance.

Anyone have any feedback or experience with this?

Comments

  • Todd DeSchuiteneer
    Todd DeSchuiteneer Blackbaud Employee
    Tenth Anniversary Kudos 2 Name Dropper Participant

    Hi @Lindsey Bryant, there is a specific process involved for Support when an issue is escalated and it pulls multiple team members into the ticket to help resolve.

    Could you provide me with your ticket number so I can research a bit further and follow up with you?

  • Lindsey Bryant
    Lindsey Bryant
    Third Anniversary Kudos 2 First Reply Name Dropper

    @Todd DeSchuiteneer,

    Thanks for following up. My case number is 019796511. For the general group, we found that you can't set the “Chair” value consistently with the file import and there isn't an API available yet to do it through an automated way.

    I'm scrolling back through the case notes and these are my two scenarios that continue to fail:

    • Previously had the department assigned and tried to assign the chair value only.
    • I added the Department and set the Chair. Then I attempted to remove the chair value afterwards.
  • Todd DeSchuiteneer
    Todd DeSchuiteneer Blackbaud Employee
    Tenth Anniversary Kudos 2 Name Dropper Participant

    Thank you @Lindsey Bryant. I'll have a look and follow up with you through the ticket.

  • Lauren Marcus Eisenberg
    Lauren Marcus Eisenberg
    Tenth Anniversary Kudos 5 Name Dropper Participant

    @Lindsey Bryant Yup. That is often my experience, sadly.

  • Mitchell We
    Mitchell We
    Second Anniversary Kudos 1 Name Dropper Facilitator 1

    @Lindsey Bryant Escalating case usually does not do anything. I still get the same support person. THey need to really change the process of escalating cases especially for Blackbaud EMS online support

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