Identifying and reporting on escalation reasons

Hi All,

I'd like to get better insights into my organizations escalations and specifically identifying and then reporting on why a ticket was escalated.

Background information:

- As of right now our Helpdesk creates all tickets based on incoming calls and emails. This is a mixture of Incidents and Service Requests

- We have over 15 different teams within IT that a ticket could be escalated to

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What I've done so far:

- Identified a set of 7 "reasons" for an escalation

- I've created a response template and am toying with the idea of training the HD that whenever we escalate, they are to identify the reason and why and note this in the work notes

- People have asked if we can create a drop down box in the ticket for the HD to indicate the reason for escalating instead of the response template

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Before I go too far down this path, I wanted to first see how other organizations are tracking, measuring, and reporting on their escalations.

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Thanks!