While we strive to help our Business Partner's with all of their tickets, there are some that the platform can't handle. This may be due to third-party systems, complex processes, or special resources that a Business Partner's internal team may have.
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When a resource in the platform indicates that a ticket should be escalated, it's in your best interest to do so. Taking and responding to the ticket will likely lead to you providing wrong information, frustrating the customer, and/or frustrating the Business Partner.
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That said, if you're unclear if a ticket should be escalated,  make sure you use all of your resources, including reaching out to our Specialists, before choosing to escalate a ticket.