Stop sending incomplete tickets to L2.

CaseMargin scores your support cases for escalation readiness, flags what is missing, and generates structured handoff briefs when they are ready to move up. Your L2 engineers stop asking for information your L1 should have already provided.

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#4128 — Exports failing after migration

Escalation readiness

42/100 Not L2-Ready
Not readyBorderlineL2-ready

The breakdown

Problem clarity 68
Troubleshooting evidence 30
Business impact 55
Next action 25
Billing defensibility 32

L2 will probably ask

  • Which EU workers did you restart, and what did the logs say afterwards?
  • Is every EU export failing, or only the scheduled ones?
  • What do you actually need me to do here?
Make this L2-ready → Brief
The Quick Scan makes it much easier to understand the main issue and next steps at a glance.
Ejimmadu Chinonso Customer support specialist

Every incomplete ticket that reaches L2 costs your team twice — once for the engineer who has to ask for the missing information, and again for the L1 tech who has to go back and find it.

CaseMargin catches those gaps before the ticket moves. When a case scores ready, Brief generates the structured handoff your L2 actually needs — assessment, what has been tried, what to do next. One page, consistent format, every time.

See the full comparison against writing summaries by hand.

As escalated · 43 messages

→ Nothing left
for L2 to ask

The handoff · 7 sections

Problem
Evidence
Impact
Next action

Four surfaces, one escalation standard

Same engine behind all four. Score a case on the five things L2 asks for — problem clarity, troubleshooting evidence, business impact, next action, billing defensibility — then write the handoff wherever you work the ticket. Every line grounded in the ticket, nothing invented.

Brief for ZendeskNew

Brief live tickets without leaving Zendesk. The sidebar reads the whole ticket for you — comments, internal notes, requester history, priority, tags — and one click writes the handoff inside the ticket. No copy-paste, no tab switching.

25 free briefs / month per Zendesk account · installs in 2 minutes

See how it works in Zendesk
Generate brief 7 / 25 briefs
Current problem+
Prior history+
Actions already taken+
Suggested next step+

Web app

Score any ticket from any platform. Paste notes from ConnectWise, Autotask, HaloPSA, Zendesk, or anywhere else, see where the case falls short, then build the brief once it is ready to move.

Free scores, no signup · 2 free briefs / day, 8 / month with a free API key

Score a ticket
[2026-06-27 08:53Z] Customer:
Hi, I can't access my account anymore...

[2026-06-27 08:55Z] Agent:
What error are you seeing?
10 lines · 6,842 characters Score ticket

Chrome Extension

Works alongside any browser-based helpdesk via Chrome's Side Panel. Open it on the tab you are already in, paste the ticket, and write the handoff without switching tools. Stays open while you work.

Same free tier as the web app · works from any tab

Add to Chrome
Build brief 3 / 8 briefs
Current problem+
Actions already taken+
Suggested next step+

MCP ServerNew

Let your AI agents check escalation readiness and generate briefs programmatically. From Claude, Cursor, or any MCP client, ask whether a ticket is ready to escalate and get a 0–100 score back, or ask for the handoff brief itself. Six lines of config, no install.

Open source · on the official MCP Registry

See how the MCP server works

“Is this ticket ready for L2?”

check_escalation_readiness
Score+
Breakdown+
What is missing+