Hello,
You can use a generic agent to search for those tickets escalated on first
level and move them to second level. You can use the escalation event as a
trigger also.
Regards
2016-08-10 6:40 GMT-06:00 Paul Joseph
Hello,
If suppose I have three levels 1,2,3 . If a client raises a ticket that is assigned to level1 and escalation time is 1 hour, If the say that the concerned person did not attend to the issue and the escalation time has exceeded then how can the ticket be automatically escalated to the next level?
I know that we can do it manually but is there a provision to escalate the issue automatically to the next level and even then if it is not responded then escalated to the next level? How can we achieve this???
Please help! Thanks in advance!!
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