Who this is for: Anyone escalating a customer or project issue, and the escalation triage team who works the queue.

The whole flow: submit the escalation → it's routed by PTO status and a HubSpot ticket is opened in the Escalation pipeline → the triage team works it from the console.

📚 Related guides

• Forms Tab — Overview & Access

At a glance

1. Forms tab → New Escalation.
2. Fill in the customer, Sunrise ID, category, and a clear description.
3. Answer Has the project received PTO? — this decides who it routes to.
4. Submit → a HubSpot ticket is opened and the right team is notified.
5. Triage works it in the Escalations console and updates the reviewer worksheet.

Step 1 — Submit an escalation

Click + New Escalation. Any signed-in user can submit. Required (\*) fields:

• Requestor — your name and email.
• Customer / Project — Customer name, Sunrise ID, optional region.
• Escalation Details — pick the closest category (the triage team confirms the final one), and write a specific ticket description.
• PTO Status — Has the project received PTO? No — pre-PTO or Yes — post-PTO. Attachments (photos, emails, PDFs) are optional.

A completed Escalation Request, routed pre-PTO.

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The PTO answer is the router. Pre-PTO goes to the pre-PTO triage team; post-PTO goes to the post-PTO owner. Getting this right sends the escalation to the correct people the first time.

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