We would like to have to escalation functionality in the JIRA Service Desk Customer Portal. This functionality should include:

• Steps in the workflow that are transitioned to automatically when the issue is escalated.
• Allow to setup escalation resource, so the ticket can be assigned to a different Agent behind the scenes. This is transparent to the customer.
• Change the priority of the issue to one suited for escalation levels of urgency.
  Atlassian Update - October 2023

  Hi Everyone,

  Thank you for previously raising this feature request and bringing it to our attention.

  Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.

  Thank you again for providing valuable feedback to our team!

  Vivek Kumar
  Jira Service Management Cloud team