If a ticket is not progressing, escalate within it rather than starting again.
FIRST, CHECK THE OBVIOUS
Is the ticket marked "Customer Reply Required"? If so, we are waiting on you and it will not move until you reply. This accounts for most tickets that appear stalled.
Is it in the right department? A technical problem in the Billing queue reaches the wrong people.
HOW TO ESCALATE
Reply in the same ticket asking for it to be escalated, and say why: how long it has been open, what impact it is having, and what you still need.
Summarise the position briefly. A ticket with twenty replies is hard to pick up cold, and a short summary of where things stand helps considerably.
WHAT HELPS
Specific impact: "the site has been offline for six hours and we are losing orders" is actionable in a way that "this is urgent" is not.
Exact errors and timestamps. What has already been tried and ruled out.
WHAT DOES NOT HELP
Opening duplicate tickets, which splits the history and slows everything. Marking every ticket urgent, which makes the marker meaningless.
If you are dissatisfied with an outcome rather than a delay, say so plainly and ask for it to be reviewed.
