Streamline Your Support with In-App Escalations

The Challenge

In fast-paced iGaming environments, even the most experienced agents face cases that require escalation. Whether it’s a payment issue, a compliance red flag, or a frustrated VIP, some cases require a handoff to specialized teams. But how do those escalations happen? That’s where most systems fail.

Across the industry, support teams still rely on external tools like Slack, Jira, or spreadsheets to track complex cases. These disconnected systems create major issues:

• Lost tickets during handoffs
  
• No visibility into escalation status
  
• Delays in resolution, especially across time zones
  
• No centralized history for compliance or training

The result is slow support, stressed agents, and a higher risk of churn, especially for high-value players.

The Solution

Tugi Tark solves this with an in-app escalation system that keeps the entire process inside the platform: no toggling between tools, no manual copying, and no missed updates.

Agents escalate tickets directly within the chat interface, transferring the full interaction history, notes, and player details to second-line support. Everything stays in one place, making escalations seamless and actionable.

This integrated workflow ensures that second-line agents pick up where frontline agents left off, with full visibility into the case. No time is wasted retracing steps or asking the player to repeat themselves.

The Results

Tugi Tark’s in-app escalation tool eliminates friction where it matters most: during critical handoffs. Support teams benefit from better coordination, faster resolution cycles, and fewer dropped tickets.

• Agents spend less time re-explaining cases or digging through disconnected tools
  
• Players receive faster answers with fewer interruptions
  
• Managers gain clearer oversight into escalation volume and root cause trends
  

‍“Escalations used to be our biggest bottleneck. With TUGI, they happen smoothly and with full visibility. We can actually track what’s going on without chasing tickets across Slack.”

By bringing escalations into the core platform, Tugi Tark helps support teams work faster, collaborate smarter, and protect the one thing that matters most: the player relationship.