“Hi. Can I Speak to your Manager?”

[sephstanek]

Does anyone know if we are able to escalate our support tickets beyond the support representative who responds to our ticket? How do sellers politely ask for the issue to be escalated to someone of higher authority without putting a target on our backs for the indefinite future? Or do the support agents always have the final word/have all the power here? 

TIA

[donnovan86]

Support agents don't randomly take decisions. If the issue needs escalation, they do that internally without talking with you. If there's something beyond what they can do, they will escalate to the different departments. I had stuff escalated to the financial department, they even have a department that studies every account that's under review, etc. As far as I know, there's no way to escalate, if they feel it's necessary, they do that on their own. 

[lalitsdmittal]

Hi, I got a few cases with me where support agents took their time to consult with other members and i got replies from other agents too on the same ticket.