We have our tickets set to escalate after 2880 minutes. This generally works well for our customer service reps and ensures that customers receive a prompt response. On Mondays we get a lot of tickets that escalate because two business days have past. The ticket escalation prevents the reps from going into the various queues and answering questions.
Is there a way to have tickets only escalate to one person like a ticket dispatcher or bypass the Escalation queue to go into the regular queues?
Escalation is an important tool, but we don’t want it to block reps from going into the standard queues. Can this goal be accomplished by changing permissions on the reps or creating some special group that only receives escalation warnings?
Our current workaround is to assign each of the escalated tickets to a specific person. This removes them from the escalation queue, but may dump too much work onto one person. This extra step takes time that we would like to avoid. Thanks for your help.
Travis Murdock
+1-415-543-1220 x 207- office
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