Customer Escalations

Who an escalation is about.

service_address is carried alongside name rather than as a fallback: ServiceTitan names are frequently placeholders ("current resident"), so the address is often the only field that identifies the record.

phone is the number the escalation can be followed up on. A lead that never gave a name and was never matched to a ServiceTitan customer has neither name nor service_address, so it is often the only thing on the card that makes the customer reachable.

The transition that put the escalation in its current resolved state.

saved_by is null whenever source is not user — an automatic resolve has no person behind it — so clients must branch on source rather than treating a missing user as unknown attribution.