Hand tickets to staff
Write escalation rules and choose what happens when Dexbi hands a ticket to your team.
Some tickets need a person: refunds, bans, angry members, anything risky. Escalation rules tell Dexbi when to stop and fetch your team. The On escalation actions decide who gets told and where.
Escalation is included on every plan, Free too.
When you're done: when a ticket matches one of your rules, Dexbi tells the member a teammate is taking over, pings your staff role and posts a hand-off card.
Before you start
- You have a ticket agent deployed with Escalate to staff on. It's on by default.
- Your staff role exists in Discord. If you want the ping to notify people, the role must allow mentions (in Discord: Server Settings > Roles > your role > Allow anyone to @mention this role).
Choose the hand-off actions
Open Guidance and find Escalation. The On escalation card lists what Dexbi does when it hands over. Click Add action and pick:
- Ping a role: pings a Discord role, like @Support.
- Ping a teammate: pings one person. Only teammates with dashboard access show up here.
- Send hand-off message: posts a "Needs a human" card. Pick This ticket, or a staff channel so your team sees every hand-off in one place.
- Move to a category: moves the ticket, for example into an "Escalated" category.
A good start is Ping a role plus Send hand-off message to This ticket. Changes save by themselves once every action has a target.
Choose what happens after
Under After escalated:
- Only reply when pinged (default): Dexbi goes quiet in that ticket so your team can take over. It still answers if someone pings it or replies to it.
- Keep replying normally: Dexbi keeps answering alongside your team.
Write your first rule
Under Rules for when to hand over, click New. Describe the situation in plain words. For example:
Title: Refunds
Hand over when the member asks for a refund, a chargeback, or money back for a purchase.
Click Save.
Add a rule for upset members
Click New again:
Title: Angry customer
Hand over if the member seems angry or very frustrated, threatens to leave or to report us, or has asked the same thing twice without getting what they need.
Keep each rule about one situation. It's easier to see which one fired.
Check it works
In the Test box, type "I want a refund for my last purchase". Under the answer, the details show Escalated and the reason. The Test box doesn't run your actions. In Discord they run for real.
Then open a real test ticket and say the same thing. Dexbi replies that someone from the team will take over, your role gets pinged, and the hand-off card appears.
How escalation rules decide
There are no hidden keyword lists or scores to tune. The words of your rule decide.
On every message in a ticket, Dexbi reads each of your escalation rules alongside the recent conversation. In longer tickets that includes a short record of earlier attempts that didn't work. It hands over when the conversation is clearly a match for a rule.
So write each rule the way you want it followed:
- Vague rules get judgment. "If they seem frustrated" means Dexbi judges the mood.
- Specific rules get followed to the letter. "After 3 failed attempts" or "as soon as someone mentions a chargeback or legal action" is followed exactly that way.
Good rules
- Refunds: "Hand over when the member asks for a refund, a chargeback, or their money back for any purchase."
- Legal: "Hand over as soon as the member mentions a lawyer, legal action, a chargeback or reporting us to their bank."
- Stuck: "Hand over if the member has tried your steps 3 times and the problem is still there."
- Account access: "Hand over when the member can't get into their account and has already tried resetting their password."
- Upset: "Hand over if the member is angry or very frustrated, or says they want to talk to a person."
Weak rules, and better versions
| Weak | Better |
|---|---|
| "Escalate hard questions." | "Hand over when the member's question isn't covered by our documents and they've asked twice." |
| "Money stuff." | "Hand over for refunds, failed payments, double charges and billing disputes." |
"Hard" and "money stuff" leave Dexbi guessing what you meant. Name the situation you actually want a person for.
Good to know
- Without at least one live escalation rule, Dexbi never escalates.
- A ticket is only escalated once.
- The member is told, in their language, that a teammate is taking over. Dexbi doesn't share the reason or promise a response time.
- The hand-off card shows the customer, when the ticket was opened and escalated, and a short summary of the issue for your staff: what they need, what was tried and where it stands. In a staff channel it also shows which rule matched and has an Open ticket button.
- Move to a category needs Dexbi's role to have Manage Channels in Discord. The dashboard warns you if it doesn't.
- Once a ticket is escalated, Dexbi won't close it on its own. Your team closes it.
- The public agent never escalates. Escalation is for tickets.