Account owners and admins are able to escalate their own cases. The following situations are common reasons to escalate a support case:

• Critical account failure
• Delayed support case responses
• Large time zone difference between the agent working on a case and the customer

Note: Escalation option will not be visible until after 24 hours of the support case submission.

Prerequisites for escalating support cases

• Business, Education, or Enterprise account
• Licensed account owner or admin
• Signed in to the Zoom web portal

How to escalate support cases

1. Sign in to the Zoom web portal as an account owner or admin.
2. At the top of the page, click Support.
3. In the top-right corner of the Zoom Support site, click My Account, then click Support Dashboard.
4. Under My Requests, click on the subject of the desired support case to open it.
5. To the right of the case subject, click Escalate.
   A new comment will be added to the activity of the case, indicating that an escalation was requested.