Head of Customer Experience & Revenue Operations

Richie Aharonian

Richie built and scaled Unito's post-sales ecosystem across onboarding, customer support, customer success, and revenue operations. All in service of faster resolutions and stronger retention. His extensive experience automating workflows, restructuring escalation processes, and aligning cross-functional teams ensures incidents are appropriately escalated and resolved.

An illustration of two people under a rain of burning money, representing hidden costs in manual ticket escalation processes.

Understanding the Hidden Costs of Manual Ticket Escalation

Manual ticket escalation might seem less expensive or more convenient in the moment, but it leads to some serious hidden costs.

An illustration of a woman at a row of laptops, with a speech bubble including charts and graphs, representing ITSM metrics.

12 Ticket Escalation Metrics Every IT Leader Should Track

Ticket escalation metrics IT leaders should track include time to escalate, context loss, bounceback rates, and more. Find them all in this guide.