How to use the Support escalation review template

Start a board from it
Use this template opens a new Freero board with the Support escalation review template on it (sign up free first). On a board you already have, open Templates in the toolbar and search for “Support escalation review”.
Follow the instruction on the board
“Pick ten escalations from the month. For each, ask what would have let the first person solve it, then group the answers before choosing fixes.”
Fill in each part
- Table Columns: Ticket · Why it was escalated · Days open · What would have prevented it · Fix type
- Patterns this month Group the prevention ideas and pick the top two to fix.
Bring your team and your agents
Invite people to the board or share a link, and work on it together live. The timer is in the top bar, private mode and voting in the board menu, and Claude or ChatGPT can join through Freero’s MCP server.

Work on it with an AI agent

Connect an assistant once and it works on the board with you, with your permissions: by default it reads and proposes, and people decide.

You ask: “Fill in the Support escalation review board from these notes.”
What happens It reads the board, then proposes sticky notes for it. Nothing changes until someone on the board accepts them.
You ask: “Group what we wrote into themes and list the actions.”
What happens It proposes clusters with a title each and task cards for the actions, labelled with its name and yours.

Support triage board
Keep the team’s tricky tickets visible: what is new, waiting on the customer, with engineering, and solved this week.
Support playbook
Write down how your team handles a common kind of ticket: how to spot it, what to ask, what to do and when to hand it on.
Help centre gap review
Find the questions customers keep asking support that your help articles don’t answer, and plan which articles to write or fix.
Customer coverage model
Decide how much attention each group of customers gets, from a named manager to self-service, and what each group can expect.
Negotiation plan
Prepare for a contract negotiation: what you must get, what you can give, what they will ask for and your walk-away point.
Customer onboarding plan
Take a new customer from signed contract to first value: kickoff, setup, training, first results and the first review.