No. Whether the ticket is locked or not, escalation milestones still apply. Just because the ticket is locked doesn't mean that first response has been addressed until /unless the agent locks the ticket in conjunction with a reply to the customer. Neither does a lock comply with performing an update or solution. On Mar 27, 2014 9:59 PM, "Leah Kelly" wrote:

Hello,

We just started using escalation rules to help us stay on top of client emails. If one queue starts to get behind, other agents can jump in and help. However, if an agent locks a ticket, we don't want it to appear in the list of escalated tickets. So my question - if a ticket is locked, can I prevent it from being escalated?

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