Hi, Rosanna, as far as I know, the ticket in Pending Auto Reminder states never escalates. So if you have a ticket in Pending auto close and the ticket was not escalated when you changed the state, it shouldn't escalate. If the ticket was escalated, you have to clear escalation first by sending any type of communication to the customer (email, phone call). Regards, Anton. 07.04.2010 12:43, Marretta, Rosanna ?????:
Hi all,
Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were:
Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view?
Thank you for your help.
Rosanna
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