Ticket Escalation - Customer Triggered

[jsilvagi]

Hey all,

In our environment, like many I am sure, we have users who set the priorities incorrectly. They will assign something that is a P4 to a P1 just because they want it done right away. Due to this the normal SLA escalations do not really fit our environment well and I am wondering if there is any other way to escalate tickets.

Our thought is to get a small subset of users the access/ability to escalate tickets that they deem require it, pretty much senior management. The only way I am seeing that it can be done would be to give them access to the agent portal, allow them RW access to a escalations queue where they move a ticket from its current location into the "Priorty Queue"

Any other thoughts to how this could be done or is this the only way?

Thanks in advanced