How to Raise an Internal Escalation for Operations Blockage

🎯 Objective:

To ensure any major operational blockage (e.g., order stuck, tool access issue, vendor not assigned, system failure) is escalated to the correct person/team quickly and with accountability.

👤 Who Can Raise an Escalation:

Operations Executive
Customer Support Team
Vendor Management Team
Admin Panel Users

🛑 What Qualifies as an “Operations Blockage”:

Blockage Type	Example
❌ System Failure	Orders not being assigned to vendors, app/API not working
🚫 No Vendor Assigned	Area has no vendors mapped but live leads are coming
💡 Panel/Feature Broken	Order action buttons not working, vendor cannot accept order
🕓 Urgent Delays	Order stuck due to no action and customer escalating
🔐 Access Block	Team member cannot access Admin Panel or critical tools

🪜 Step-by-Step Escalation Process:

✅ Step 1: Identify and Document the Blockage

Record:
- Order ID / Area / Tool Name
- Issue Description (what’s not working)
- Screenshots or logs if available
- Time when the issue was first noticed

✅ Step 2: Create a Ticket on CX Genie

Go to: cx.cashkr.com
Click “Raise Ticket”
Fill:
- Category: “Internal Escalation – Operations Blockage”
- Priority: High / Medium
- Assign To: [Relevant Ops Manager or Tech Head]
- Add all details + screenshots

✅ Step 3: Notify on Slack or Email (If Urgent)

Message format:

🔔 Internal Escalation

Order ID: [ID]

Issue: [Brief Description]

Ticket: [CX Genie Ticket Link]

Blockage since: [Time]

Impact: [e.g., 5 orders pending, no vendor mapped, panel error]

Send to:

#ops-escalation channel (Slack)
itsupport@cashkr.com

✅ Step 4: Tag and Track Resolution

Follow up inside the ticket until issue is closed
Add comment when resolved:

“Issue resolved by [Name] at [Time]”
If unresolved in 4 hours, escalate to:
- Ops Head
- Tech Lead (if panel issue)

📝 Optional: Maintain Internal Escalation Log

Date	Issue	Raised By	Status	Resolved By	TAT
22 Jun	No vendor in 560076	Shreya	Resolved	Rahul	2 hrs