Hello
I have a problem with the escalation notifications.
If a tickets escalats, every user of the queue gets every 30
minutes a notification, that the ticket escalated.
I would like to configure that only the responsable agent
gets ONE notification and not every 30 min. How is that possible?
FYI: This is also a bit confusing for me: I tried to set the
state of the ticket to pending reminder, but it still escalates...
PLEASE help! ;-) Thx!
Greets