As your business grows, so does the complexity of your support tickets: more users means more edge cases and a more frequent need for expertise from the developers. But if they are poorly handled, these interruptions can derail development velocity, frustrate teams, impact customer satisfaction, and degrade your product in the long run.
Drawing from successful implementations that drive WP Rocket's customer satisfaction and mentioned in almost all our TrustPilot reviews, this talk reveals a practical framework for building an efficient escalation system that enhances both developer productivity and customer experience.
We will reflect on how to:
Design and implement a structured escalation process that eliminates back-and-forth communications and captures all necessary debug information upfront;
Create automated tracking systems using existing tools (Slack, GitHub) that provide visibility without adding overhead;
Establish clear escalation criteria and outcome definitions that prevent scope creep and maintain development focus;
Build a knowledge-sharing system that transforms each escalation into a learning opportunity, fueling your product roadmap and paving the way toward AI-augmented support!
We will go through the implementation of those principles in a few companies, reflecting explicitly on the tools and approaches, share ready-to-use tactics, and discuss adaptation strategies for different team sizes and structures. You'll leave with practical tools to implement Monday morning to start transforming your own support-to-development workflow, whether you're leading a team of 5 or 500.