How to answer escalated questions

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Some tips for researching and working through advanced or challenging questions

Part 1

9 minutes

Part 2

9 minutes


How to answer escalated questions.

Please check out the Escalation Guidelines: https://support.mozilla.org/en-US/kb/escalation-guidelines

  • What is an escalation?
  • How do I escalate?


What this video includes

  • How to evaluate a question that needs more attention
  • How to tag a thread with escalate or helpdesk to create a ticket for Help Desk Mozilla staff to respond to for more help.

For Contributors Participating in the Contributor Quality Training Please click here for Chapter 7

These fine people helped write this article:

guigs, Moin Shaikh
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