# Escalate a case without re-explaining it

When a complaint needs another team, the context stays with the agent who took it. Logistics or billing then ask the same questions again, and the customer waits while the case is retold.

## What gets handed off

- The complaint itself, summarised in a few lines

- The order number, the customer’s account and the dates, recorded as facts

- Screenshots, photos or the original email, as files up to 25 MB

- What has already been tried and what the customer was promised

Example: “Hand this complaint to logistics with the order number.”

## What the recipient gets

- A notification in their browser or on their phone: who sent it, what it is and by when

- When you send it to a team’s space, every member of that space is notified and one of them picks it up

- A case with the summary, the facts (order number, delivery date) and the files

- The option to accept, to return it with a reason (“this is a billing issue, not logistics”), or to mark it done

## Why it matters for support teams

- **Time back on every escalation** One sentence to your assistant replaces the internal ticket note, the copy-paste of the order details and the message asking who is on duty in logistics.

- **No complaint falls between teams** Every handoff has an owner, a status and a deadline. If it goes to the wrong team, they return it with a reason, so you know at once instead of finding out from the customer.

- **The case history stays with the company** Earlier handoffs on the same case stay attached. When the customer writes again next month, the next agent sees what happened and who handled it.

## Questions

### Can I send a case to a team rather than a person?

Yes. Send it to the team’s space, for example “logistics”. Every member except you gets a notification, and one of them picks it up. You can also name up to five people in one sentence.

### What happens if I send it to the wrong team?

They return it with a reason, such as “this belongs to billing”, and you see the status change. You can also cancel a handoff you sent by mistake.

### Does this replace our help desk?

No. Colle does not replace your help desk, Slack or email. It hands the context of a case from one person’s AI assistant to another’s, in Claude or ChatGPT.

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Canonical page: https://www.trycolle.com/use-cases/support/ · Last updated: 2026-10-15