Reducing Escalations with Tier-0 and Tier-1 Automations

Introduction

Most IT escalations don’t happen because requests are complex. They happen because requests arrive incomplete, get routed inconsistently, or require humans to answer the same questions repeatedly.

Console reduces these escalations by handling common requests at Tier-0 and Tier-1, while routing exceptions to people only when needed.

Tier-0: deflecting repetitive requests

Tier-0 requests are those that can be resolved without human involvement. In Console, these are typically questions with known answers or requests that don’t require execution.

Console handles Tier-0 requests by answering questions directly from the knowledge base in Slack or Teams. Employees get immediate responses, and IT teams avoid unnecessary tickets or follow-ups.

This works best for:

• Policy questions

• Procedural guidance

• Common “how do I” requests

Tier-1: structuring requests before review

Many Tier-1 escalations occur because requests reach humans without the information needed to act.

Console reduces this by structuring requests at intake. Instead of free-form messages, Console gathers required details, applies basic logic, and determines whether approval or execution is possible.

By the time a request reaches a human, it already includes the necessary context, reducing back-and-forth and preventing escalation to higher tiers.

Approvals and controlled escalation

When requests require review, Console routes them for approval based on predefined rules. Approvals happen in context, and requests continue automatically once a decision is made.

This keeps sensitive requests controlled without pushing every request up the escalation chain.

Summary

Console reduces escalations by keeping routine requests at the appropriate tier and involving humans only when their input is required.

By deflecting repetitive requests at Tier-0 and structuring Tier-1 requests before review, teams can reduce unnecessary escalations without sacrificing control.