Hey Guys,

I have 2 newby questions.

1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this?

2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?.......

Thanks in advance!

Regards

- G