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