Mobile and Social Support escalation process

In a case where an issue is too difficult to handle on your own, you may need to escalate it. To escalate, you need to move the conversation to the escalation queues specified below to make sure that they will not get automatically closed on the On Hold queue while you're figuring out the solution. The escalation queues don’t have automation so every conversation will need to be handled individually.

When to escalate

  • If an issue can't be solved on your own and need to be escalated to the product team.
  • If a question get a lot of attention and there is no solution in the Knowledge Base.
  • If a question/comment is sensitive in nature. This may mean that it's related to Mozilla/Firefox brand and/or any team members or current events issues.
  • If a question is related to paid products, including Pocket.

If you find other circumstances that you think need to be escalated, please let any of the admins know.

Where to ask for help?

To seek help from the product team or from other contributors, you can ask for help in the following Matrix rooms:

Firefox Desktop
Firefox for Enterprise
Firefox for Android
Firefox for iOS
Focus for Android
Focus for iOS

If you have access to Slack, you can ask on the following channels:

Firefox Desktop #desktop-sumo
Firefox on Windows Store #desktop-integrations
Firefox for Enterprise #enterprise
Firefox for Android #android-support
Firefox for iOS #ios-support
Firefox Focus #focus-support

How to escalate

  • Describe the problem and the steps you’ve suggested to the OP through the Internal Note.
  • Reply to the issue with the following statement which you can also find from Conversocial Clipping list:
Your issue seems a bit more complicated and requires more investigation. We're currently looking into it and we'll get back to you with more details ASAP. If any other information occurs in the meantime, please let us know.
  • Assign it to “Social support - Escalation” queue for social support related conversations or "Mobile support - Escalation" for Google Play Store reviews.
  • Don't forget to close the conversation once it's resolved.

Complete Mobile or Social Support guidelines

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