Skip to content
Continual
DashboardLog inGet started

Support escalation desk

Coordinate urgent customer issues across support, accounts and engineering.

Replaces: the escalations channel in Slack and a spreadsheet of promised updates

Talk to sales
Lumora · Support escalation desk
Support escalation deskLumora
RO
Escalations
6
Past SLA
1
Resolved
14
CaseSeverityOwnerNext updateStatus
Sev 1Dmitri Volkov11:30 AMUrgent
Sev 2Rachel Okafor9:00 AM, missed75 min late
Proposed Sev 2UnassignedNot setNeeds severity
Sev 2Grace LiuNov 15In progress
Sev 2Dmitri VolkovNov 15Fix deployed
Sev 3Grace LiuNov 16Waiting on customer
Sev 3Ana TorresClosed Nov 12Resolved
Sev 2Dmitri VolkovClosed Nov 8Resolved

Showing 8 of 20 cases

Ran today at 10:15 AM

  1. Synced 23 ticket updates from Zendesk and Intercom and 6 Linear issues

Runs on its own

Flags missed commitments as they happen

It links new tickets to open cases, refreshes engineering status from Linear and flags any customer update that misses its promised time.

Waits for you

Severity calls and customer updates

You confirm severity and approve every customer update. A closed engineering issue doesn't close a case until the customer outcome is recorded.

Works with

  • Zendesk
  • Intercom
  • HubSpot
  • Salesforce
  • Linear
  • Jira

What it keeps track of

Case
Accountseverityincident ownerstatus
Ticket link
Zendesk or Intercom IDreportertime
Engineering issue
Linear or Jira IDstatelast refresh
Commitment
Promised timeaudiencemet or missed
Update
Internal or customer-visibledraftapprovalsent time

Make it yours

More apps like this

All 42 apps