What is one reason that tickets may need escalation in CKHEAT?

The correct answer highlights that the complexity of the issue can necessitate escalation within CKHEAT. When a ticket involves a multifaceted problem that requires input from multiple teams or advanced technical knowledge, it may not be resolved at the initial support level. Escalating such tickets ensures that they are handled by individuals or teams equipped with the specific expertise needed to address the intricate aspects of the case. This process helps maintain the effectiveness of support operations, ensuring that customers receive the appropriate attention and resolution for complex issues.

In contrast, while violations of policy and missing information might also lead to challenges in ticket resolution, they do not inherently require the same level of specialized escalation as complex issues. A request for new features, although potentially significant, typically falls outside the scope of immediate ticket resolution and would be managed through a different process than standard issue escalation.