How to Mark a Support Ticket as Escalated for Founder Review

🎯 Purpose:

To escalate critical, brand-sensitive, or high-risk tickets to the Founder for immediate attention and decision-making.

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🪜 Step-by-Step Process

🚨 Step 1: Identify If Escalation is Necessary

Escalate to the Founder (ibrahim.surya@cashkr.com) only in the following cases:

Scenario	Example
PR/Legal Threats	Customer mentions consumer forum, legal notice, social media exposure
High-Value Loss	iPhone or premium device dispute over payout or return
Vendor Fraud	Fake UPI screenshot, forged pickup, or serious misconduct
App or System Error	System deducted money but no order placed
Reputation Risk	Influencer/celebrity/customer with large following facing issue
Mistake by Team	Wrong pickup scheduled, wrong payout, wrong price promised

🧾 Step 2: Go to Ticket in CX.Cashkr.com

• Open ticket with issue

• Add detailed internal note with:

  • Order ID

  • Customer phone number

  • Summary of issue

  • What action was taken so far

  • Attach screenshots if available

✉️ Step 3: Tag for Founder Escalation

• In the ticket comment, tag the Founder:

  @ibrahim.surya@cashkr.com – Critical issue needing founder review. Summary below:

✅ Also add Ops Head or CX Head if applicable.

🏷 Step 4: Add “Founder Review” Tag (If Available)

• If CX Genie supports tags or labels → mark as:

  Founder Review or Escalation – Critical

🛑 Step 5: Stop Any Further Action Until Reviewed

• Do not close, resolve, or update customer unless founder gives input

• Add “Waiting for founder input” in internal notes

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✅ Best Practices

✅ Do	❌ Don’t
Escalate only critical-impact tickets	Don’t send minor issues to founder
Include full context and evidence	Don’t send vague or incomplete details
Mark ticket clearly inside CX Genie	Don’t follow up via Slack or WhatsApp