Moves the current ticket to another panel. The ticket takes that panel's response target and, by default, its team and category. Your reason is posted in the ticket.
The bot first applies the server's Command Access rules for /ticket escalate and checks that Tickets is enabled ("❌ Tickets is not enabled for this server."). The command only works inside a ticket channel or thread ("No ticket found in this channel."). Only staff may escalate: Manage Server, the ticket's staff team or a role given access when the ticket opened. Others see "Only staff can escalate tickets." A closed ticket answers "This ticket is already closed."
The panel option lists only the panels this ticket's panel may escalate to, chosen under "Passing a ticket on" (2 Answering with the panel picked, in its Advanced section; up to 25). Panels that are turned off or take applications are left out. When there are none, the bot answers "This ticket's panel has no escalation targets. A manager can add them on the dashboard's Answering page, under Passing a ticket on." The reason is required and up to 500 characters are kept; an empty one answers "Add a reason so the next team knows why."
What escalating does:
- The ticket moves to the new panel and takes its response target. When that is a different one, targets the ticket has not met yet start again from the escalation.
- Under "Passing a ticket on" for the old panel, 4 options are on by default: move the channel to the new panel's open category, rename it with the new panel's name template (it keeps its prefix, and Discord allows 2 renames per 10 minutes), give the ticket to the new panel's team (the new team gets the channel and the old team loses it, as with /ticket transfer) and release the claim.
- The bot posts a message in the ticket. The default reads "🔼 This ticket was escalated to <panel> by @you." with "Reason: <reason>" on the next line. The panel can set its own text, up to 1000 characters, using {reason}, {panel}, {staff} and {member}. When the team changes, the new team's ping role is pinged.
- With "Also post the new panel's welcome text" on, that text follows the message.
- The ticket card on the welcome message is rebuilt to match the new panel.
A thread ticket keeps its place and name: it changes panel and team, and the new team's members are added to the thread. You get a private summary, "🔼 Escalated to <panel>.", with a line for each thing the bot did or could not do.
Good to know
- The ticket's dashboard page has "Move to a panel" for open tickets whose panel lists targets.
- The escalation is recorded in the ticket's "Activity log" with the reason. The log channel posts it too when Ticket escalated is switched on under "What gets logged" on Settings.
- /ticket transfer changes only the team and keeps the panel.