How to build a support escalation form that routes by priority

Manage escalations smarter and respond faster

In this guide, you’ll create a Support Escalation Form that classifies tickets by urgency and type, then routes them to the correct team member automatically.
You’ll use logic, priority scoring, and conditional email notifications to ensure critical issues are handled first, without manual triage.

📘 Learn more: Create your first form, app, or portal in a flash

Step 1: Create your support escalation form

From your workspace, click + New → Form, or search the Template gallery for Support ticket portal templates.
You can also use Magic Create, try this prompt:

“Support escalation form with priority selection, issue category, and automatic routing.”

Add key fields such as:

• Reporter name and email
  
  
• Department or customer type
  
  
• Issue category (Technical, Billing, Account access, Other)
  
  
• Priority (Low, Medium, High, Critical)
  
  
• Issue description
  
  
• Attachments (optional)
  
  

💡 Tip: Use clear priority labels like Urgent: system down vs Low: minor request to reduce guesswork.

📘 Learn more: How to create a form

Step 2: Add internal metadata fields

Add admin-only fields that help track and sort issues internally:

• Ticket ID (auto-generated)
  
  
• Assigned team
  
  
• Status (New / In progress / Resolved)
  
  

These fields won’t appear to submitters but can be used in dashboards or automation logic later.

📘 Learn more: Form editor and field types

Step 3: Define routing rules with logic

Go to Settings → Logic → On submit and create conditions that route issues by category or priority.

Examples:

• If @priority = “Critical” → send to support-leads@company.com
  
  
• If @issue_category = “Billing” → send to finance@company.com
  
  
• If @priority = “High” AND @issue_category = “Technical” → set @assigned_team = “Engineering”
  
  

You can also use Show/Hide Logic to reveal follow-up questions for critical or technical cases.

📘 Learn more: How to add advanced logic to your form

Step 4: Calculate priority score automatically

Add a Variable field named “Priority score” and assign values to each field:

Example formula:

@priority_value + @impact_level + @customer_tier

This helps rank tickets behind the scenes.
Then, display the total in dashboards for sorting or reporting.

📘 Learn more: How to add and calculate scores using variable fields

Step 5: Set up conditional email notifications

Under Settings → Notifications, configure email alerts that adapt to ticket priority.

Examples:

• If @priority = “Critical” → send to support-leads@company.com + mark urgent
  
  
• If @priority = “Low” → send to support@company.com
  
  

Customize your subject lines and body for quick scanning:

Subject: [Critical] New escalation from @reporter_name
Body: “Issue: @issue_description — Category: @issue_category — Submitted by @reporter_email.”

📘 Learn more: How to send and receive conditional email notifications

Step 6: Create an internal escalation tracking dashboard

Open Results → Dashboard to monitor incoming escalations.
Add:

• Table view: All tickets with filters for category, priority, and status
  
  
• Kanban view: Tickets grouped by status (New → In progress → Resolved)
  
  
• Bar chart: Count of tickets by priority
  
  
• Pie chart: Issues by department
  
  

📘 Learn more: How to showcase charts based on form responses

Step 7: Add an internal follow-up

Add admin-only fields for:

• Assigned agent
  
  
• Resolution notes
  
  
• Status update
  
  

Step 8: Automate status updates and alerts

When a ticket’s status changes (e.g., from In progress to Resolved), use On update logic to trigger automatic email notifications to the reporter.

Example:

If @status = “Resolved” → send custom email “Your issue has been resolved.”

📘 Learn more: What is on update logic and how it works

Step 9: Build a support portal for visibility

Create a Support Portal App to centralize forms and dashboards.
Include pages for:

• Submit new escalation — your main form
  
  
• My tickets — filtered view for logged-in users
  
  
• All escalations dashboard — for internal tracking
  
  

Enable Login/Sign-up so customers or internal teams can view and track their own tickets securely.

📘 Learn more: How to create a portal and manage users access
📘 Learn more: How to let users view and edit their own data in your portal

Pro tips

• Auto-save responses: Let users resume long reports later.
  📘 Learn more: How to auto save incomplete responses and let users resume later
  
  
• Summarize critical tickets with AI: Use AI Smart Content to auto-generate summaries for high-priority issues.
  📘 Learn more: Create dynamic ending pages with AI Smart Content
  
  
• Sync with external systems: Connect your form to Slack or Jira for instant ticket creation.
  📘 Learn more: How to add integrations on Formaloo
  
  

Example scenario

A user reports a Critical technical issue via your form.
Logic assigns the ticket to “Engineering,” sends an alert to the support lead, and logs the case as High priority.
When the issue is resolved, the support team updates the status, triggering an automatic “Resolved” email to the user and updating the dashboard instantly.

📘 Learn more: Build personalized and time-saving flows with logic, automations, and AI

FAQ

1. Can multiple support teams share one dashboard?
Yes, filter dashboard views by assigned team or department.

2. Can I export escalation data for audits?
Of course, export to Excel or PDF anytime for internal reporting.
📘 Learn more: How to export table data into Excel

Your support workflow, fully automated

You’ve built a smart escalation system that routes tickets by priority, notifies the right people instantly, and updates users automatically.
Next, expand it into a Customer Support Portal with live dashboards, FAQs, and satisfaction surveys.

📘 Learn more: How to customize your portal with your brand identity

Last updated November 2025

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