Sure! Here's a simple and professional escalation email in your preferred 3-part format (Intro – What’s being done – Wrap up), using clear and polite English:


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Subject: Escalation Required – [Ticket ID: INC123456] – [Issue Summary]

To: l2support@example.com
CC: teamlead@example.com

Dear L2 Support Team,

I’m Ravi Kumar from the IT Support Team (L1). I’m escalating the following ticket, as it requires action beyond L1 scope.

Ticket ID: INC123456
Issue: User is unable to sync files to OneDrive – error: “Access Denied”
Actions Taken:

Verified user credentials and login

Checked local system permissions

Reinstalled OneDrive client

Issue still persists


As further troubleshooting may involve backend or policy-level checks, request you to kindly take this forward. All logs and notes have been updated in the ticket.

Please feel free to reach out if anything else is needed from my side.

Best regards,
Ravi Kumar
IT Support Executive
IT Support Team


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Let me know if you'd like a version for escalation to L3, network, or server team instead.

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Let me know if you'd like to include more details like time zones or shift timings.