HelpDesk system will have "Escalate" button, for both customer and support agent.
Customer not happy with the service given, he can click "Escalate" and then special alert will be sent to selected managers.
Support agent unable to solve the issue and need escalate to seniors, he can click "Escalate" and choose to who which group of seniors this escalations should go. Escalation groups will be pre-created by the helpdesk manager.
HelpDesk system will have "Escalate" button, for both customer and support agent.