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If a ticket needs an escalation, this criteria is checked with 3 different perspectives. First is escalating to the correct department. Payment issue needs to be escalated to the payments team, a threat matrix issue needs to be escalated to tier 2 and so on.
When escalating, if we are adding identifiers such as ppid, game round, card numbers etc. we have to be sure the numbers are correct.
An escalation note should be located in the end of conversation with clear notes enough to understand what it's about; therefore, no need of checking the conversation.
Bad ex:
Finance Summary; can you check the card issue?
Good ex:
Finance Summary: +1 Add cc request / Visa / 123456 - 7890
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